We are:

• A growing team made up of innovators, creative minds, extroverts, introverts, and pet lovers who share a common goal: to change the payments landscape for the better with PayFac-as-a-Service.
• A software platform that provides B2B SaaS companies and ISVs with all the benefits of becoming a Payment Facilitator, without the stress, hassle, etc. etc. (you get the deal) to become a Payment Facilitator. 

You are:

• Authorized to work in the United States and a resident in a United States time zone
• Comfortable with remote work

Position Summary: 

The Payment Services Specialist will handle customer inquiries and provide problem resolution via telephone, email, SMS, and chat, adhering to our service standards. This role involves managing routine calls and inquiries, often requiring deviation from standard procedures. You will address customer inquiries, service needs, and complaints, maintain up-to-date knowledge of our products and services, and provide quality support for payment processing.

A day in the life may include:

• Customer Interaction: Manage all customer support inquiries, ensuring high satisfaction levels and resolving issues related to payment processing and POS products.
• Support Channels: Handle inquiries through various support platforms including Zendesk Tickets, Zendesk Talk, and Slack.
• Education and Documentation: Provide ongoing education to customers using FAQs, documentation, and feedback channels. Contribute to the internal knowledge base by creating articles on new products and customer interactions.
• Cross-Functional Collaboration: Work with Sales, Payments, Customer Success, and Product teams to resolve customer issues and improve processes.
• Issue Resolution: Follow up with customers to ensure problem resolution and address activation and support issues related to POS products.
• Data Management: Enter data into databases accurately while resolving issues and meeting quality and productivity goals.
• Process Improvement: Identify areas for process improvements, procedures, and product feedback.
• Ad Hoc Projects: Assist with various projects as needed.

Typical Hours for this Position: 

You must be flexible to work the hours of 8 a.m. - 5 p.m MST., Monday-Friday, regardless of location. Tilled offers Support team members one half-day off per week on a rotational basis with other team members. 

What You Have: 

• Education: High School Diploma or equivalent.
• Experience: 3+ years of experience in payments and processing customer service within a call center environment.
• Skills: Strong problem-solving and critical thinking skills, clear and effective communication, and the ability to manage multiple tasks and deadlines.
• Work Ethic: Demonstrated strong work ethic, reliability, and punctuality.
• Research Ability: Proficiency in researching issues and resolving customer inquiries with minimal supervision.
• Industry Knowledge: Basic understanding of the payments industry.

Skills & Competencies:

• Problem-Solving: Excellent problem-solving skills with the ability to diagnose and resolve technical issues efficiently.
• Communication Skills: Strong verbal and written communication skills, with the ability to explain complex concepts clearly and effectively to diverse audiences.
• Customer Service: Strong customer service orientation with a focus on delivering high-quality support and building positive relationships.
• Problem-Solving: Excellent problem-solving skills, with the ability to address and resolve customer issues efficiently and courteously.
• Empathy and Patience: Demonstrated empathy and patience in handling customer inquiries and complaints, ensuring a positive customer experience.
• Attention to Detail: Keen attention to detail, ensuring accurate documentation and thorough issue resolution.
• Organizational Skills: Ability to manage multiple support requests simultaneously and prioritize tasks effectively.
• Software Familiarity: Experience with customer support platforms (e.g., Zendesk) and communication tools (e.g., Slack).
• Multitasking: Ability to handle multiple tasks and inquiries simultaneously while maintaining a high level of accuracy and attention to detail.
• Time Management: Effective time management skills to prioritize and complete tasks within established deadlines.
• Documentation: Strong skills in documenting customer interactions, issue resolutions, and system updates.
• Team Collaboration: Ability to work collaboratively with cross-functional teams, including Sales, Customer Success, and Product, to resolve customer issues and improve processes.
• Adaptability: Flexible and adaptable to changing priorities and customer needs, with a willingness to take on new challenges as they arise.
• Feedback Utilization: Skill in analyzing customer feedback and utilizing it to enhance service quality and product offerings. 
• Process Improvement: Ability to identify areas for process improvement and contribute to the development of more efficient workflows.

What We Have:

• Office space in Boulder, CO
• Remote work environment
• Resources to support remote work
• Generous compensation and benefits
• Transparency that trickles down from the C-Level 
• Experts in the payments field that can get you up to speed with PayFac-as-a-Service

Tilled is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.