Providing an amazing support experience to our partners is a priority that WePay takes pride in doing. In fact, we’ve even won an award for Best Customer Service Department of the Year! We’re looking for a caring and action-oriented advocate that can work autonomously to educate and assist the end-users of our largest partners. It’s your chance to join a team of smart and fun people and wake up on Monday morning knowing that you’re going to be doing something meaningful.

As a Senior Specialist II within Merchant Services, you will have responsibility of supporting WePay Customer Delight clients through written communication channels while achieving Quality, Customer Satisfaction, and Productivity goals

Job Responsibilities

• Use email and online chat to help both merchants and partners
• Fully solving complex customer problems in a daily high ticket volume environment
• Meet and exceed daily objectives (60+ email tickets/day, 90% internal CSAT, 90+% Quality rating; 90% SLA)
• Demonstrate high performer/master in all channels
• Triaging escalated issues appropriately to Team Leads and detailing product issues & bugs in JIRA
• Develop policies and processes that will help scale our team
• Actively participate in developing knowledge base articles

Required qualifications, capabilities, and skills

• 2 years customer support, customer service experience; ideal if provided product support in financial technology (fintech) solutions
• Strong communication skills, including business writing and verbal skills
• Strong customer empathy and deep care for customers
• Ability to manage time effectively and prioritize competing responsibilities
• Be relentlessly resourceful
• Interest in the payments industry
• Positive attitude and enthusiasm

Required qualifications, capabilities, and skills

Bilingual/Spanish speaking is a plus