Customer Support Representative

Remote- US, Boston

PaymentWorks is hiring a Customer Support Representative to join our Customer Support team. This role is responsible for managing inbound support requests, resolving customer issues, and delivering a high-quality support experience.

As a Customer Support Representative, you will serve as the frontline of Support—triaging incoming requests, resolving standard issues, and ensuring customers receive timely, clear, and actionable responses. You will develop a strong understanding of the PaymentWorks platform and customer workflows, using that knowledge to efficiently diagnose issues and determine when escalation is required.

This role plays a key part in maintaining Support efficiency by contributing to documentation, identifying trends, and continuously improving how we support our customers.

The ideal candidate is reliable, detail-oriented, and customer-focused. You are a strong communicator, a proactive problem solver, and someone who thrives in a fast-paced, dynamic environment.

You Will:

  • Manage a high volume of inbound support tickets, ensuring timely and professional responses
  • Triage incoming requests to prioritize work effectively and ensure tickets are routed appropriately
  • Resolve customer questions and service issues across multiple channels (e.g., email, phone)
  • Communicate with customers clearly and professionally, adapting messaging to both technical and non-technical audiences
  • Investigate issues thoroughly and escalate tickets as needed for further support
  • Collaborate with cross-functional teams as needed to support issue resolution and ensure a positive customer experience
  • Contribute to the creation and maintenance of knowledge base articles, snippets/templates, and SOPs to improve team efficiency and consistency
  • Continuously build knowledge of the PaymentWorks platform and develop a strong understanding of customer workflows and processes
  • Review customer usage patterns and support interactions to identify potential issues or opportunities for improvement
  • Demonstrate curiosity and critical thinking to identify and articulate areas for process or product improvement
  • Collaborate with team members and contribute to a positive, supportive team environment
  • Provide support coverage during company-observed holidays as needed to ensure continuity of service for customers
  • Work assigned schedules that support coverage across established support hours, which may change based on business needs

You Have:

  • Strong communication skills, including clear and effective written and verbal communication
  • Experience using a CRM or ticketing platform (e.g., HubSpot, Salesforce, Jira)
  • Exceptional attention to detail and strong organizational skills
  • Experience working in a high-volume, deadline-driven customer support environment, preferably in financial services
  • Ability to manage multiple priorities and work efficiently in a fast-paced environment
  • Strong problem-solving skills and a proactive approach to identifying solutions
  • Ability to work both independently and collaboratively as part of a team
  • Demonstrated commitment to continuous learning and professional growth
  • Interest in improving processes and contributing to team efficiency
  • Understanding of Accounts Payable and ACH payment processes is preferred
  • Experience supporting strategic or high-value customer accounts, including managing expectations and delivering clear, proactive communication

Why work here?

  • We have a proven market need
  • We have hockey stick growth expectations
  • Our product stops payments fraud (yes, you will regularly stop bad guys!)
  • We are small and nimble, and we move fast. New ideas, new problems to solve, and new customers happen every day
  • We respect that you have a life outside of work (i.e., we have great benefits, including unlimited PTO)
  • Every employee has an impact – no one here is a cog in a machine

Applicants must pass a background check prior to being officially accepted for employment.

Job is remote; however, applicants must reside in one of the following states:

Arizona, California, Colorado, Connecticut, Florida, Georgia, Illinois, Indiana, Kentucky, Maine, Massachusetts, Montana, Nevada, New Hampshire, New Jersey, New York, Oregon, Pennsylvania, Rhode Island, Texas, Virginia, Washington, West Virginia, Wisconsin

At PaymentWorks, we base our employment decisions entirely on business needs, job requirements, and qualifications. We do not discriminate based on race, gender, religion, health, parental status, personal beliefs, veteran status, age, or any other status. We have zero tolerance for any kind of discrimination, and we are looking for candidates who share those values. Applications from women and members of underrepresented minority groups are welcome.

About PaymentWorks

PaymentWorks is a rapidly growing vendor identity network for secure business payments. By acting as the foundation of vendor master data management, organizations can control costs and risks while executing a payables strategy to optimize the time value of money.

To apply for this position, send an email with your resume to: careers@paymentworks.com.