Customer Experience Lead

InterPayments, a San Francisco-based FinTech SaaS firm, is seeking a Customer Experience Lead. Our mission is to assist merchants and software vendors in reducing payment processing costs through innovative data services that Fortune 1000 companies trust.

Role Overview:
This fully remote position is integral to our customer interactions. As the go-to resource for merchants, you will tackle complex payment issues and enhance their experience. This role offers opportunities for growth within Operations, Customer Success, and Team Leadership as the company expands.

Main Responsibilities:

• Manage the customer support queue, addressing merchant inquiries with urgency and clarity.
• Facilitate merchant onboarding and offboarding processes, ensuring seamless transitions.
• Maintain accurate records and ticket statuses using support tools.
• Build strong relationships with merchants, acting as a trusted advocate.
• Collaborate with Customer Success to refine the merchant experience.
• Identify trends in support inquiries and report insights to leadership.
• Create and manage internal documentation and knowledge base articles.
• Work with Product and Engineering to resolve customer-reported issues.

Requirements:
To excel in this role, you should have:

• A minimum of 2 years in a customer-facing support or operations role, preferably in a SaaS environment.
• Experience with support and CRM platforms like Zendesk or Salesforce.
• Strong communication skills and a proactive, self-starting attitude.
• A willingness to learn about payments and related technologies.

How to Apply:
If you are interested in joining InterPayments, please submit your application. We welcome diverse candidates and are an equal opportunity employer.