Customer Support Representative

Remote

Full Time

Customer Support

Mid Level

We are seeking a Customer Support Representative to provide industry-leading customer support for our customers and ensure that all stakeholder requirements are met including those for our Sales, Underwriting, Risk, Engineering, and Accounting teams.

Why PayJunction?

PayJunction is relentless and emphatic about helping others. We exist to drive the success of our partners. Specifically, the developers who connect to us, businesses who process payments through us, and all of our team members who work with us at PayJunction.

We believe dreams inspire people to start a business, and others to partner with them. While building dreams, entrepreneurs and business professionals will face many challenges along the way. We believe great partners can make all the difference.

We are your dream partner.

Your success is our success.

Our dream is to help you realize yours.

We exist to drive the success of our partners. We do this by fundamentally changing the way you transact with others. We just happen to make great payment systems. If you love helping others succeed, in a culture that celebrates perfecting your craft, consider partnering with us.

Location

PayJunction takes a Flex First approach to work environments. This means that our team members can choose to work from our Santa Barbara office or remotely from home. We ensure that everyone has the resources and equipment to work where they feel most productive. We trust our teams to make the best decision for their work environment. All PayJunction employees must reside in one of the following states: CA, IL, TX, MN, CO, GA, NY.

Mission

Our Customer Support team’s mission is to provide industry-leading customer service and technical support. We work as a team to empower our clients to succeed by providing them with the support and resources they need to take full advantage of our platform. We deliver prompt and accurate answers and solutions for our clients and we work closely with all departments to provide effective solutions to any issues that arise.

Vision

PayJunction’s Customer Support team provides award-winning customer service and technical support that achieves perennial success by focusing on the core values that shape the way PayJunction does business.

Responsibilities

Respond to incoming phone calls and support tickets, ensuring timely and effective resolution within established service level agreements (SLAs).
Manage internal "Admin" tickets, addressing issues such as rejected transactions, fraud alerts, and maintenance errors.
Guide new merchants through the onboarding process, providing clear instructions on how to use PayJunction and ensuring proper setup of partner software.
Accurately set up new accounts, assess for merges, additional TIDs, and configurations, while maintaining up-to-date records of customer interactions.
Ensure that relevant teams are included in communications and that stakeholder requests are addressed promptly.

Qualifications

2-3 years of experience in the payments industry, with a general understanding of merchant accounts and payment processing.
Demonstrated history of clear and effective verbal and written communication, with a customer-focused approach.
Familiarity with Zendesk or similar customer service platforms is a plus.
Familiarity with Salesforce is a plus.
Comfortable using technology, including computers, software programs, and mobile apps.

About PayJunction
Founded in 2000 by three UCSB graduates, PayJunction has grown from a bootstrapped startup to a recognized and respected leader in the payments industry. PayJunction processes more than $12 billion dollars annually for thousands of businesses with solutions that make it easy to accept credit and debit card payments in-store, online, and on-the-go.

Our people-first culture values long-term relationships over short-term profits. Honesty and integrity are part of every interaction with partners, customers and employees. We foster a collaborative work environment, where creative ideas are welcomed, teams are inspired, and success is celebrated. PayJunction is a place where you can find experienced mentors and supportive friends who are committed to your growth.

Total Rewards Plan

Health, dental, and vision paid 100% by company for you and your dependents
401k with 6% match
FSA and Dependent Care FSA
Long-term & short-term disability coverage for you paid 100% by company
8 paid company holidays per year
2 paid floating holidays per year
1 paid volunteer day per year
Paid Time Off
Home office equipment stipend
Annual Learning Stipend
Quarterly “fun budgets” for team bonding events
Opportunity to be part of a company that is changing a whole industry
Opportunity for growth within the company
Opportunity for remote, in-office, or hybrid work

Office Environment

The opportunity to choose the work environment that best suits you - remote, in-office, or hybrid.
All remote & hybrid team members can enjoy:
- Company-provided equipment for your home office
- An equipment allowance for home office essentials
- Free instructor-led yoga classes via Zoom
- The opportunity to work at one of Glassdoor's Top 30 Best Places to Work in the US, 2020!
Those who choose to come into the office can look forward to:
- Bright and open offices in downtown Santa Barbara
- Stocked snack kitchens
- Collaborative work spaces with Herman Miller chairs, height-adjustable desks, and a large 32-inch monitors
- Dog-friendly office

Company Values

Build the Dream
Put People First
Value Long Term Relationships Over Short Term Profit
Make it Simple
Be Data Driven
Own It

The hourly rate range for this role is $26-28/hr plus our Total Reward Benefit package. Actual hourly rate offered will vary depending on factors including but not limited to: education, experience, skills and qualifications.

PayJunction is an equal opportunity employer. We strive to create a work environment where people from all backgrounds and identities thrive. We firmly believe that more diversity and inclusion in our workforce creates a stronger team, product, and culture.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. PayJunction reserves the right to conduct background and/or credit checks on all of its potential employees.

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PayJunction employees must live in one of the following 6 states: CA, CO, GA, IL, MN, TX. Is your permanent residence located in one of these states?*

A merchant calls you for help because they just charged a customer's credit card, but they need to cancel the transaction. The merchant automatically settles their batch once per day. Do you recommend that the transaction be Voided or Refunded? Explain why.*

This role requires a minimum of 2-3 years experience in the merchant services/payments industry. Do you have 2+ years experience in this industry?*

At which merchant service/payments companies have you worked?*

Please provide the names of the 2 previous companies where you were employed (do not list a company that you are still employed with).*

What was your reason for leaving each of these roles?*

For each of your 2 previous companies please provide your Manager's name and title.*

How do you think each of these 2 previous managers would rate your performance using the following scale:
1 = Poor
2 = Fair
3 = Good
4 = Very Good
5 = Excellent*

Please be aware that we will be contacting these managers for reference checks after the interview process. Is this something you are comfortable with?

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