Customer Support Specialist – VPAY

About the role

As a Customer Support Specialist for VPAY, you will be the first point of contact for merchants and ISV partners, handling inquiries across email, phone, and chat. You will troubleshoot payment issues, guide onboarding, and ensure a smooth experience for our customers.

Key responsibilities

• Respond to merchant and partner inquiries promptly and professionally.
• Troubleshoot payment processing problems, including failed transactions and connectivity issues.
• Assist with onboarding questions and escalate processor issues when needed.
• Support dispute and chargeback inquiries, guiding documentation and response.
• Track and resolve tickets using internal CRM tools, maintaining accurate case notes.
• Identify recurring issues and communicate patterns to Product and Operations.
• Collaborate with Product, Engineering, and Sales to resolve complex cases.
• Maintain and contribute to internal knowledge‑base and merchant‑facing documentation.
• Meet or exceed SLAs for response time, resolution time, and customer satisfaction.

Required profile

• 1–3 years of experience in customer support, client services, or a similar role.
• Fintech, payments, or SaaS background is a strong plus.
• Excellent written and verbal communication skills.
• Strong problem‑solving instincts and ability to work under pressure.
• Highly organized with the ability to manage multiple cases simultaneously.
• Customer‑first mindset with good judgment for escalation.

Required skills

• Experience with CRM/ticketing platforms such as HubSpot, Zendesk, or Intercom.