Role Overview:
The Payments Support Specialist is responsible for handling all payment-related issues. This includes responding to inquiries, resolving complaints and disputes, maintaining accurate records, and collaborating with other departments to ensure smooth payment operations.

Shift Schedule:
5 days a week
9 hours a day (including one hour paid lunch)

Key Responsibilities:
Respond promptly and professionally to customer inquiries regarding payment issues and transactions
Resolve customer complaints and disputes related to payments
Maintain accurate and detailed records of customer interactions and transactions
Escalate complex issues to higher-level payments support as needed
Collaborate with other departments (e.g., Customer Care, Customer Success, Sales) to resolve payment-related issues efficiently

Tools & Systems Used:
Internal dashboards
Stripe
HubSpot
Slack
Daily/Weekly Averages:
Tickets: ~60 per day / 300 per week
Emails: ~50 per day / 250 per week
Disputes: ~15 per day / 75 per week
Book a Driver Requests: ~20 per day / 100 per week

Qualifications & Skills:
Excellent problem-solving skills with the ability to analyze and resolve payment issues quickly
Strong attention to detail for reviewing information and accurately documenting customer interactions
Team player with effective cross-departmental collaboration skills
Experience working with ticketing systems
Proficiency in English (Bilingual in English + Spanish is a plus)

Preferred Experience (Not Required):
Refund/finance/accounting background
Previous experience in the food industry
Familiarity with HubSpot and Aircall
Experience using Slack
What’s Offered:
Competitive compensation package
Flexible work environment
Paid personal/vacation days and sick days
Opportunity to contribute to innovative changes in the delivery tech industry