Payment Support Specialist

Cargas is hiring a Payment Support Specialist to provide frontline support for Cargas Pay users. In this role, you'll serve as a key resource for merchants, helping troubleshoot payment, transaction, billing, account, and system issues throughout the payment lifecycle.

You'll support customers through phone, email, chat, and ticketing channels, document interactions and resolutions, and provide training and guidance on payment system usage. You'll also identify trends and unusual activity, collaborate with internal teams, and route or escalate requests to the appropriate partners when needed. By maintaining clear ownership and delivering timely, accurate, and friendly support, you'll help create a positive experience for Cargas Pay customers.

Key Responsibilities

• Manage the Cargas Pay support queue and respond to merchant inquiries by phone, email, chat, and Zendesk.

• Troubleshoot payment processing, transaction, and system issues. Resolve items within Support scope and escalate technical, compliance, or project-related issues to the appropriate owner when needed.

• Assist merchants with transaction support, billing inquiries, payment portal questions, and account-related support requests after implementation.

• Maintain accurate customer records, support notes, and follow-up activity, clearly documenting customer interactions and issue resolution.

• Identify unusual transaction activity or customer-reported concerns during support interactions and escalate potential fraud or compliance concerns to the Compliance owner.

• Resolve support tickets in the Cargas Pay Zendesk groups and provide clear ownership and follow-through on customer requests.

• Provide training and support documentation to merchants on payment system usage.

• Oversee system updates and billing processes, as applicable.

• Collaborate with Product and Engineering teams to identify and address recurring support concerns and trends.

• Conduct webinars and demonstrations for existing customers.

• Maintain a high level of customer satisfaction by delivering efficient, accurate, and friendly service.

• Support the Compliance and Project queues as needed and perform other duties as assigned.

Required Qualifications

• High school diploma or an equivalent combination of education and experience.

• 1+ year of industry experience in financial services, payment facilitation, or the fintech industry.

• Experience using customer support, ticketing, CRM, or payment operations tools to research issues, document activity, and support customers.

• Experience using project management tools.

• Ability to learn payment industry concepts and apply that knowledge when supporting customers.

• Strong written and verbal communication skills.

• Customer-focused and motivated to deliver timely, high-quality results.

• Strong attention to detail and accuracy.

Additional Experience We Value