Customer Support Specialist

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

• 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.

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• 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.

• 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

• 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)