Merchant Support Lead

| Greater Boulder Area
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BOULDER, CO
At Tilled, we're creating a buzz in the world of payments. Every time a bill gets paid through a software platform, payment processing revenues are generated for many stakeholders, but not the software company. We are changing those economics, with PayFac-as-a-Service. We need your help.
Position Summary:
The Merchant Support Lead will be the primary escalation point for the Merchant Support Team and serve as the senior subject matter expert for all procedures and policies related to the Tilled Merchant Support organization. The Merchant Support Lead provides high quality support to end user inquiries through telephone, email, SMS and Chat to provide problem resolution in accordance with the organization's service standards. Isolates problem source and works with the internal telecommunications, system operations, application development and vendors to resolve problems. Analyze customer service needs for communication to service and technical departments, when applicable. Follows up with users to ensure problem resolution. Develops and maintains documentation of all activities. Maintain detailed and current knowledge of the company's/assigned client's products and services. Requires ability to navigate a computerized data entry system or other relevant applications.
Location:
This position is mainly remote work to start. Soon this team will sit onsite in Broomfield, CO and be required to come to the office daily. We are not sponsoring visas for this role.
Typical Hours for this Position: You must be flexible to work between the hours of 6 am to 6 pm, Monday-Friday and be available to work one weekend day.
Here is what you can expect:

  • Resolves client and/or merchant support issues relating to point of sale (POS) products, including, but not limited to, card swipe terminals, and provides standardized responses by utilizing established documentation and processes. Enters required data into databases while resolving customer issues and achieving established goals and objectives for quality and productivity measures
  • Handles internal and external escalations to provide accurate and timely resolutions to customer and employee inquiries
  • Contributes to knowledgebase development through suggested articles and original article sourcing
  • Conducts monitoring and provides quality assurance feedback to supervisors and agents
  • Provides additional support to call center staff in the areas of retention, disputes, account maintenance, and other areas as assigned
  • Comprehensive benefits package including: Medical, dental and vision plans, Paid vacation to help you recharge, Ten paid holidays every year, etc.


We are looking for someone who has:

  • High School Diploma or Equivalent.
  • 3+ years previous payments customer service experience in a call center
  • Sound reasoning skills and ability to solve customer issues in an efficient and courteous manner
  • Ability to communicate clearly and effectively with all levels within an organization
  • Strong work ethic and demonstrates excellent record of attendance and punctuality
  • Industry Knowledge - Ability to develop basic payments industry knowledge
  • Ability to research issues and resolve customer inquiries with limited supervision
  • General knowledge and understanding of the technical aspects of telecommunications equipment, systems and vendor capabilities
  • Ability to manage multiple tasks/projects and deadlines simultaneously


About Tilled: Tilled was created to empower software vendors, and SAAS companies to start generating revenue from accepting credit cards. With our suite of powerful financial tools and industry leading revenue sharing programs, Tilled will power the financial backend of the next generation of SAAS companies, and integrated software vendors, allowing them to focus on their core product, not payment facilitation. Welcome to PayFac-as-a-Service!
Tilled is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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Location

Centered between Denver and Boulder, our new Broomfield office (opened in January 2022!) has more than enough space for an expert level game of hide-and-seek. With views of the Flatirons and Long's Peak, a fully-stocked kitchen, and gym on the first floor, Tilled HQ is a perfect home-office escape.

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