We are seeking a Payments Support Agent who is detail-oriented, hard-working, and a natural problem-solver with a high level of “metric-minded” discipline. You will be the primary point of contact for member financial inquiries, embracing a variety of responsibilities from billing troubleshooting to account reconciliations. As part of our Payments Team, you will collaborate with a dynamic group of agents to deliver exceptional, five-star support while hitting key efficiency targets that keep our operations running smoothly.

Here’s What You’ll Do Day-To-Day:

• High-Efficiency Support: Provide first-level payments support to  members via email, live chat, and phone.
• KPI Excellence: Manage your personal queue to meet or exceed targets for Tickets Per Hour, First Reply Time (FRT), and One-Touch Resolution.
• Billing Resolution: Troubleshoot and resolve complex issues related to payment failures, billing disputes, and account balances.
• Change Adoption: Proactively stay up-to-date with frequent product and process updates, ensuring 100% accuracy in the information provided to members.
• Documentation & Escalation: Maintain precise records in Zendesk and escalate complex financial discrepancies to Tier 2 or Engineering when necessary.
• Continuous Improvement: Contribute to the development of our internal Knowledge Base and identify recurring payment friction points to help us improve the member experience.

Here’s What You’ll Need To Be Successful:

• 2+ Years of Customer Service: Proven experience in a high-volume support environment (Call Center or Tech Support preferred).
• Zendesk Proficiency: Intermediate to advanced experience with Zendesk (or similar ticketing systems) and Google Suite.
• Metric-Driven Mindset: Familiarity with support KPIs like CSAT and Resolution Time; you enjoy seeing your performance reflected in the data.
• Change Agility: A proven ability to follow evolving Standard Operating Procedures (SOPs) and adopt new processes quickly.
• Problem-Solving & Math: Strong attention to detail with the ability to explain account ledgers or computational discrepancies to members clearly.

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