Customer Experience Specialist

Customer Support Position

At TreviPay, we believe loyalty begins at the payment. Thousands of sellers use our global B2B payments and invoicing network to provide choice and convenience to buyers, open new markets and automate accounts receivables. With integrations to top eCommerce and ERP solutions and flexible trade credit options, TreviPay brings 40 years of experience serving leaders in manufacturing, retail and transportation. Every day, TreviPay employees are challenged and empowered in a supportive, collaborative, entrepreneurial environment.
We're excited to offer an entry-level Customer Support position at TreviPay! This is an entry-level professional role suited for individuals with at least 2 years of customer support experience who are comfortable working in a structured, metric-driven environment.
The Customer Experience Specialist is responsible for delivering a high-quality customer experience by providing timely, accurate, and professional support to TreviPay's customers, merchants, and clients. We value critical thinking skills aimed at providing the best customer experience possible for all that we support. This role requires strong attention to detail, the ability to manage multiple customer inquiries, and hands-on experience supporting billing, invoicing, payments, and dispute-related issues via phone and email.
Principal Duties and Responsibilities

Provide exceptional customer support on every interaction with customers, merchants, and clients via phone and email
Serve as a primary point of contact for inquiries related to billing, invoices, payments, disputes, authorizations, and account issues
Clearly explain payment and financial information to customers in a professional and easy to understand manner
Meet or exceed department metrics, service level agreements (SLAs), and service level standards (SLS)
Effectively de-escalate challenging customer situations and demonstrate sound judgment when escalating issues to Tier 2, Tier 3, or leadership
Accurately document customer interactions, actions taken, and resolutions in CRM or case management systems
Proactively contact customers or merchants to address issues such as rejections, disputes, or potential account concerns
Collaborate with team members and leadership to identify trends and support process or documentation improvements
Complete required training and assigned learning within established timelines
Perform other duties as assigned by leadership
Required Experience, Skills, and Abilities

Minimum of 2 years of customer support experience in a fast-paced environment with sustained inbound call volume
Direct experience supporting billing, invoicing, payments, disputes, or account reconciliation
Strong professional verbal and written communication skills
Ability to independently resolve customer inquiries while following established processes and procedures
Strong organizational skills with attention to detail and accuracy
Critical thinking skills and knowing when to implement creative solutions to provide the best experience possible to our customers/merchants and clients
Ability to manage challenging customer situations with professionalism and empathy
Comfortable working in a structured, performance driven environment with clear metrics
Proficient in Microsoft Outlook, Word, and Excel
Experience using CRM or case management systems, or the ability to learn new systems quickly
Ability to work effectively both independently and as part of a team
Open willingness to accept and implement feedback
Preferred Qualifications

College degree preferred or equivalent professional experience
Experience supporting B2B customers or financial/fintech products
Fluent in Spanish (written and verbal) - is a huge plus!
Why you will love working at TreviPay
Competitive salary
Paid parental leave
Generous paid time off
Medical, dental, vision, FSA, Life/AD&D, long and short term disability
401K matching
Employee referral program
At TreviPay we believe:
in saying yes to unique and challenging requirements
empowered team members are creative team members
our products make the customer's day just a little bit better
work/life balance makes us all more effective
TreviPay is an Equal Opportunity and Affirmative Action Employer. We welcome all veterans and disabled applicants.
Individuals with disabilities will be provided reasonable accommodation to participate in the job application and/or interview process. Please contact Recruiting@trevipay.com to request an accommodation.