Program Specialist, Payments Support

What You'll Do

• Respond to, troubleshoot, and solve inbound and outbound customer support inquiries across various channels (Phone, Email, Social Media, and Chat) related to Payments.
• Support other specialists by troubleshooting technical issues, usability issues, and product defects through case handoffs and real-time knowledge transfer.
• Liaise with internal Product Development & Engineering departments, external vendors, and Technical Account Managers (TAMs) to surface and solve customer issues.
• Create, monitor, maintain, report on, and advocate for Product Defects (Bugs, SHALP) and Product Enhancements (Usability, USE) related to Payments.
• Assist in leading the customer experience incident management process in real-time, from proactive containment and communication to resolution.
• Partner with the Support Communications team to ensure documentation for the internal knowledge base and external Self-Service channels is accurate and assist in developing training for the CX department and new hires.

What You'll Bring

• 1-3 years experience with Technical Support and 1+ years experience working within Payments
• Demonstrated proficiency with helpdesk and project management platforms (e.g., Zendesk, Jira), with the aptitude to quickly master new internal tools and AI-leveraged workflows.
• Exceptional written and verbal communication skills, specifically the ability to explain complex technical issues and organizational policies to non-technical stakeholders.
• Demonstrated resilience and ability to thrive in a fast-paced, ambiguous environment, coupled with critical thinking and proactive problem-solving skills.
• High self-awareness with a commitment to continuous professional development, including a willingness to seek out and act on constructive feedback.
• Ability to manage difficult conversations with FreshBooks users and maintain composure and calm in high-pressure situations.

You'll Stand Out If You Have

• Previous experience delivering high-tier customer support within a SaaS, B2B Payfac, or Fintech environment.
• Proven expertise in real-time technical troubleshooting and navigating complex software workflows directly with users.
• Strong aptitude for distilling and articulating intricate technical concepts into clear, user-facing communications.