Payments Support Specialist

| Greater Denver Area
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At Housecall Pro, we're committed to making the everyday lives of home services professionals better by providing solutions that support their paths to success. Our core SaaS software platform runs all aspects of a home services business, including scheduling, dispatching, job management, invoicing, payment processing, and marketing. Housecall Pro will be there to help these businesses that keep America’s homes working navigate the transition to technology adoption.

Housecall Pro was founded in 2013 and has raised over $50M in venture capital funding to date. With over 200 employees in the US, we are growing our organization commensurate with our business opportunity and expect significant headcount growth in 2021.

The role: Fintech Support Specialist 

Every day, thousands of home service professionals rely on Housecall Pro’s integrated payments solutions to get paid quickly and easily. As a Fintech Support Specialist you will be the external voice to our Pros on all matters payments-related. This includes supporting investigations into high-risk payment transactions, troubleshooting technical errors, and providing best-practices on safely accepting and growing their use of payments. As a direct connection to our Pros, you will also be responsible for sharing insights with risk, product, engineering, and customer success teams to help us champion their success.

The person we are looking for is a great communicator who is as comfortable shooting the breeze as they are engaging in difficult conversations. They listen well, establish rapport quickly, and can transmit complex information in a straightforward manner. They thrive on a fast pace, can juggle multiple priorities, and work collaboratively in a team environment.

Responsibilities:

  • Be the point of contact with our customers - the Pros - via written and verbal communication regarding payments issues
  • High attention to detail in communicating with Pros regarding debt collection, account reconciliation, and high risk payments
  • Interpret and assist with reconciliation of merchant services account ledgers
  • Eloquently troubleshoot issues and provide assistance to a broad base of customers
  • Provide Pros with best practices on chargeback prevention and mitigation, and support chargeback evidence collection and submission
  • Troubleshoot technical issues relating to merchant services
  • Communicate with engineering product teams to identify and problem-solve technical errors
  • Collaborate with Risk team regarding high risk transactions

Qualifications: 

  • Bachelor's degree is preferred
  • Tech support experience preferred
  • Excellent reading comprehension
  • Experience in full-time customer support, account management, or sales
  • Experience in developing relationships with customers
  • Professional attitude and demeanor when interacting with others
  • Experience with Salesforce
  • Experience with Stripe or other merchant service provider
  • Must be located in San Diego or Denver, or willing to relocate.

Why Housecall

  • Housecall Pro is a mission-driven company - Champion the Pro to Success. 
  • We save our home service professionals time, and help them, in turn, to delight their homeowner customers.
  • We are tackling a large market ($700b+) generally underserved by technology and unencumbered by a dominant competitor.
  • We have fun at work. Really.
  • Competitive compensation and benefits (medical, dental, vision, life, disability, employee assistance program, 401K)
  • Our passionate employees bring their authentic selves to work. Housecall Pro employees are encouraged to create employee resource groups to make the world better.
  • Equity in a growth stage startup backed by top-tier VCs.
  • Paid holidays and self-managed (unlimited) paid time off.

Compensation: $45,000/yr +

Housecall Pro celebrates diversity and we are committed to creating an inclusive environment for all employees with equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law. Housecall Pro is an equal opportunity employer; committed to an environment free from discrimination, harassment, and retaliation.

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Technology we use

  • Engineering
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • SwiftLanguages
    • ReactLibraries
    • Ruby on RailsFrameworks
    • PostgreSQLDatabases

Location

We are actively hiring in San Diego, CA and Denver, CO. We are currently remote with the plan to implement a hybrid remote/in office schedule.

What are Housecall Pro Perks + Benefits

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Pet Insurance
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within
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