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payments customer support zendesk process documentation automation📋 Description
- Support customers using Zendesk to troubleshoot and resolve payment issues.
- Partner with customer and payment provider teams to resolve issues quickly.
- Answer and prioritize queues to meet SLAs.
- Design and document payment ops processes to standardize and automate.
- Partner with payment providers and Eng & Product to resolve issues and keep stakeholders updated.
- Support ad-hoc projects for the payment operations team.
🎯 Requirements
- Bachelor’s Degree
- 2+ years in a payments-focused customer service role
- Must work Mon-Fri, 9AM–5PM PST
- Excellent communication (verbal/written); customer-facing experience; knows when to escalate
- Strong attention to detail and task ownership
- Works well solo or in teams; collaborative
- Independent yet team-oriented; good judgment
- Office presence of at least 3 days/week
- Occasional out-of-hours/holiday support
- Willingness to learn new skills
🎁 Benefits
- Start-up equity
- Full health, vision & dental coverage
- Catered lunches & dinners for SF employees
- Commuter benefit
- Team building events & happy hours
- Flexible PTO
- Apple equipment plus home office budget
- 401k plan
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