Customer Service Specialist (Payment Processing, Fin Tech, Merchant Services, SaaS)

At Coastal Pay, we’re looking for a highly organized and resourceful Customer Support Specialist to support our merchants and agents. This role is ideal for someone who takes ownership of customer issues, enjoys solving problems, and can confidently guide agents through questions related to payment processing, transactions, onboarding, and account support.You’ll play an important role in ensuring our merchants receive responsive, knowledgeable service while helping our internal teams operate smoothly. The ideal candidate is naturally curious, detail-oriented, and comfortable working in a fast-moving fintech environment where no two days look the same.If you take pride in delivering exceptional customer experiences, thinking critically to resolve issues, and being the person customers trust to get things done, this could be a great fit. Schedule

• Remote
• 9 - 5pm EST (REQUIRED)
• Best suited for someone who is self-directed and comfortable working independently

What You’ll Do

• The Support Agent is responsible for providing exceptional customer support to merchants while ensuring efficient communication between internal teams and external vendors.

• Manage and triage inbound calls (approximately 15–20 per day), assisting merchants with inquiries or routing calls to the appropriate department when necessary.

• Monitor support ticket queues and escalate issues to the appropriate teams as needed.

• Maintain accurate and thorough documentation of all customer interactions, issues reported, and resolutions provided.

• Adhere to company customer service policies, procedures, and knowledge standards.

• Serve as a liaison between merchants and internal departments to ensure timely resolution of inquiries.

• Handle complex client escalations through multiple communication channels including phone, email, ticketing systems, chat, and other support platforms used by Coastal Pay.

• Assist merchants with basic account support requests such as account updates, password resets, CRM navigation, and gateway assistance.

• Follow up with merchants who have left voicemails or support requests, including messages received during weekends or outside business hours.

• Respond to customer support emails in a professional and timely manner.

• Coordinate with vendors to process account updates and changes when required.

• Utilize and maintain proficiency in company tools and platforms including CRM systems and vendor portals (e.g., Asana, Slack, Zendesk) to deliver efficient support.

• Apply strong problem-solving and critical thinking skills to resolve complex situations and provide effective solutions.

• Communicate and escalate significant issues to leadership to ensure prompt resolution and continued client success.

What We’re Looking For

• Highly organized with strong attention to detail when managing customer requests and account information

• Clear, professional communicator who can confidently assist merchants and explain payment-related issues

• Resourceful problem-solver who takes ownership of customer questions and follows issues through to resolution

• Tech-savvy and comfortable learning new systems, platforms, and support tools

• Able to manage multiple customer inquiries while maintaining a high level of responsiveness and accuracy

• Trustworthy and discreet when handling sensitive merchant and transaction information

• Prior experience in customer support, fintech, SaaS, or payments environments preferred

Who You Are

• You stay organized and structured while adapting easily when priorities shift

• You take ownership of customer issues and follow through until they are fully resolved

• You communicate with clarity, empathy, and professionalism when assisting merchants

• You remain calm and solution-focused when navigating complex questions or changing demands

• You are responsive, reliable, and take pride in delivering a high level of customer service

• You notice details others might miss and proactively step in to prevent problems before they escalate

• You enjoy improving processes and helping teams build more efficient support workflows

Nice to Have

• Familiarity with CRM platforms such as IRIS, Salesforce, or HubSpot

What we Offer

• Remote-first environment
• A welcoming, supportive, and collaborative work place
• A commitment to individualized coaching and professional development
• Health Insurance Benefits after 90 days of employment

Location

100% REMOTE (Must work 9-5 EST)