Provide exceptional customer service through phone, email, and chat support, troubleshoot issues, build strong relationships with customers, and collaborate cross-functionally to enhance the overall customer experience.

• Respond to and resolve customer queries through all channels (including email, chat, and social media) • Help lead the global digital first support team, manage and monitor service delivery and customer satisfaction • Increase customer satisfaction and build loyalty • Handle escalations from the customer support team • Be an expert on Paddle features and assist in creating documentation • Facilitate a collaborative and inclusive environment • Work with team members to improve performance and ensure they reach their KPIs • Mentor and build strong relationships with direct reports • Responsible for onboarding new support specialists

Title: Card Services Specialist Location: Portsmouth United States Job Description: Why Choose Bottomline? Are you ready to transform the way businesses pay and get paid? Bottomline is a global leader in business payments and cash management, with over 35 years of experience and moving more than $16 trillion in payments annually. We're looking for passionate individuals to join our team and help drive impactful results for our customers. If you're dedicated to delighting customers and promoting growth and innovation - we want you on our team! The Role We are looking for a Card Services Specialist to innovate and grow with us in Portsmouth, NH/ Hybrid or Remote in the U.S. The Paymode Card Services Specialist plays a critical role as the first point of contact in working with our Vendor community to resolve challenges or delays in processing card payments, educating Vendors on best practices, and sharing information on product features that will add value to the Vendor's experience. This role is primarily focused on outbound phone and email communication and internal collaboration. How you'll contribute: - Make outbound phone calls and send outbound emails to Card Vendors who have payments pending expiration - Work directly with existing customers accepting physical and virtual credit card payments to assist/educate them on Paymode pending Card payments reporting and successful swiping before expiration - Utilize effective communication (written and verbal) both externally with customers and internally with key stakeholders to resolve challenges and drive successful card processing - Extensive research to ensure accurate information is provided to internal colleagues for external Vendors/Payers to ensure client delight - Direct growth by educating in-network customers on new functionalities/features or by enrolling extended network customers into Paymode - Collaborate with team members on innovation, process improvements, and problem-solving - Effectively use tools to communicate via phone, email, screen share, and/or other technology If you have the attributes, skills, and experience listed below, we want to hear from you! - 3-4+ years of Payments/Customer Service experience - Proficiency in utilizing the Microsoft Office Suite, especially Excel - Strong communication (verbal/written) and customer service skills - Propensity for team collaboration and positive attitude in the face of urgent, critical tasks - Excited to analyze situations, gain diverse skills, enhance work output, and engage in robust problem-solving with teammates - You enjoy multi-tasking, learning multi-disciplinary skills, and thrive on learning new - Detail-oriented, organized, and able to make decisions with a sense of urgency based on known deadlines and Client Delight - Ability to perform self-guided research using a variety of internal tools, phone, and email - Identify, improve, and follow existing policies and procedures while consistently applying them in daily duties - Be ready and willing to adapt to positive change in a dynamic, growing environment - Bachelor's degree in accounting, finance, economics, or similar field (preferred), Not Required We welcome talent at all career stages and are dedicated to understanding and supporting additional needs. We're proud to be an equal opportunity employer, committed to creating an inclusive and open environment for everyone. Create a Job Alert Interested in building your career at Bottomline? Get future opportunities sent straight to your email.

Role Description We’re looking for a results-driven Customer Service Representative with excellent interpersonal skills to actively engage customer prospects. You will provide complete and appropriate solutions for every customer in order to boost our customer service. - Collaborate with management staff to stay updated on new products, services, sales techniques, and policies - Interact with customers in a friendly and professional manner while actively listening to their concerns - Provide effective solutions and support to ensure that no customer is left dissatisfied - Handle confidential customer information with sensitivity and discretion while completing new sales transactions - Greet, qualify, recommend products/services and close every sale - Suggest areas of improvement to management staff to increase consumer satisfaction Qualifications - High School Diploma or GED - Experience in customer service, retail, or sales - Ability to multi-task and focus in a fast-paced environment - Positive attitude and the ability to be patient while communicating with customers - Team player who can work independently - Outstanding service orientation and strong interpersonal skills that create positive relationships with fellow team members and customers