Payment Support Specialist

• Paid holidays and flexible, take-it-as-you-need-it paid time off
• A culture built on innovation that values big ideas, no matter where they come from

Role Overview:

As a Payment Support Specialist, you are the external voice to our service professionals (our Pros) on all matters payments-related. You are a great communicator who is comfortable engaging in difficult conversations. You listen well, establish rapport quickly, and can transmit complex information in a straightforward manner. You support investigations into high-risk accounts and transactions and troubleshoot technical errors. As a direct connection to our Pros, you are responsible for sharing insights with risk, product, engineering, and customer success teams to help us champion their success.

Our team is passionate, empathetic, hard working, and above all else focused on improving the lives of our Pros. Our success is their success.

What you do each day:

• Point of contact with customers via written and verbal communication regarding payments issues (i.e. lending, account takeovers, debt collection, account reconciliation, high risk transactions)
• Assist pros with securing accounts and provide best practices for maintaining account security
• Interpret and assist with reconciliation of merchant services account ledger.
• 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
• Communicate with engineering and product teams to identify and problem-solve technical errors
• Collaborate with Risk team regarding high-risk accounts, transactions, and activity

Qualifications:

• 1-2 years of experience in full-time customer support, account management, or sales
• Experience with Salesforce
• Experience with Stripe or other merchant service provider
• Tech support experience preferred
• Bachelor's degree preferred
• Experience using AI tools to increase quality and efficiency of work

What will help you succeed:

• High attention to detail
• Excellent reading comprehension
• Experience in developing relationships with customers
• Professional attitude and demeanor when interacting with others

Location Dependent Information

*This role is open to candidates and the expected salary range for this role is $21,000-$25,000 USD per year. The specific rate for the successful candidate will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location. Housecall Pro is growing fast and we’re scaling our team to help enable and accelerate our growth.

#LI-Remote*