Role Description The Payment Services Specialist will handle customer inquiries and provide problem resolution via telephone, email, SMS, and chat, adhering to our service standards. This role involves managing routine calls and inquiries, often requiring deviation from standard procedures. You will address customer inquiries, service needs, and complaints, maintain up-to-date knowledge of our products and services, and provide quality support for payment processing. This position is remote. We are not sponsoring visas for this role. You must be flexible to work the hours of 8 a.m. - 5 p.m MST., Monday-Friday, regardless of location. Tilled offers Support team members one half-day off per week on a rotational basis with other team members. A Day in the Life May Include: - Responding to customer inquiries via phone, email, chat, SMS, and Slack - Troubleshooting payment processing and POS-related issues - Reviewing tickets in Zendesk and following up to ensure timely resolution - Supporting customer activations and ongoing payment service needs - Documenting customer interactions and resolutions accurately - Creating or updating internal knowledge-base articles and FAQs - Collaborating with Sales, Payments, Customer Success, and Product teams - Identifying trends, gaps, or opportunities for process and product improvements - Assisting with ad hoc projects as business needs evolve Qualifications - High school diploma or equivalent - 3+ years of experience in payments or payment-processing customer support - Experience working in a call center or high-volume support environment - Strong problem-solving and critical-thinking skills - Clear, professional written and verbal communication skills - A customer-first mindset with empathy and patience - Ability to manage multiple tasks while meeting quality and productivity goals - Attention to detail and strong documentation habits - Familiarity with support tools such as Zendesk and collaboration tools like Slack - Reliability, punctuality, and the ability to work independently Requirements - Experience supporting POS products or merchant services - Deeper knowledge of the payments ecosystem (ISOs, processors, acquirers, PayFacs) - Experience contributing to or maintaining internal knowledge bases - Exposure to cross-functional collaboration in a fintech or SaaS environment - Interest in process improvement and operational efficiency - Comfort adapting to evolving products, tools, and customer needs Benefits - Office space in Boulder, CO - Remote work environment - Resources to support remote work - Generous compensation and benefits - Transparency that trickles down from the C-Level - Experts in the payments field that can get you up to speed with PayFac-as-a-Service Company Description Tilled is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Role Description As a Customer Support Specialist, you will own member inquiries from first message to resolution. The bulk of the role is handling email support, reading carefully, answering clearly, and resolving issues in as few replies as possible, alongside live chat and occasional voice support. You will work closely with the operations team to keep members moving through bookings, cancellations, and account questions without friction. What You'll Do - Handle email inquiries as the core of the role, triage the inbox, prioritize, and resolve member tickets with clear, accurate, friendly replies. - Support members across channels: email, live chat, and occasional phone, on bookings, cancellations, modifications, membership, and billing questions. - Guide members through the platform and resolve issues at first contact wherever possible. - Verify identity and handle account details securely, following member verification and data-handling procedures. - Coordinate with operations and suppliers to resolve at-property or booking issues, and escalate the right cases at the right time. - Keep canned responses and help content sharp so common questions get fast, consistent answers. - Spot patterns in recurring issues and flag them to the operations team so we fix root causes, not just tickets. Qualifications - Travel industry experience (required). You have worked in travel or hospitality before, whether at an OTA, travel agency, airline, hotel, or booking platform, and you understand how bookings, cancellations, and itineraries actually work. - Excellent written and spoken English, clear, warm, and professional. - 1–2+ years in customer or member support, ideally email-based or in a ticketing environment. - Strong writing instincts, able to explain something complex simply and resolve it in one well-crafted reply. - Calm and empathetic under pressure, with a genuine solutions-first mindset. - Organized and detail-oriented, comfortable managing a busy ticket queue without dropping threads. - Tech-comfortable, quick to learn helpdesk, CRM, and booking tools. - A reliable internet connection and a quiet, professional remote workspace. Requirements - Salary: USD 200–500 per month, depending on experience. - Shift: Monday to Friday, 8:00 AM to 5:00 PM Eastern Standard Time (EST). You must be available to work US business hours regardless of your home time zone. - Engagement type: Remote, full-time, freelance basis (monthly invoice). - Training period: First 2-4 weeks may run on a daytime schedule overlapping with the operations team before transitioning to the standard EST shift. Benefits - Remote-first with a flexible, results-driven culture. - Real impact, you are the human members rely on when it matters most. - Room to grow into senior support or operations as the company scales. - A direct line to the operations team, your insights shape how we improve. How to Apply Send your CV, a short note on your support experience, and a one-minute video (required) telling us why you are a fit for this role. Optional but encouraged: a brief sample of how you would reply to a member email asking to cancel a booking, we care most about how you communicate.

Customer Service Representative Virginia Type: Contract Category: Administrative Reference ID: 10075799 Job Title: Customer Service Representative Industry: Healthcare / Nonprofit Location (City, State): Remote (United States) Assignment Type: Long-term Contract Pay: $20/hour Work Schedule: Monday – Friday, 9:00 AM – 5:30 PM Benefits: This position is eligible for medical, dental, vision, and 401(k). About Our Client: Addison Group is partnering with a mission-driven organization dedicated to supporting individuals and communities through education, outreach, and resource-based services. Our client is seeking compassionate and customer-focused professionals who are passionate about helping others and delivering exceptional service. Job Description: The CSR serves as a primary point of contact for customers seeking information, guidance, and support. This role provides assistance through phone, email, and chat while navigating multiple systems and resources to deliver accurate and timely information. The ideal candidate is empathetic, detail-oriented, and thrives in a fast-paced customer service environment. Key Responsibilities: - Respond to customer inquiries via phone, email, and chat in a professional and timely manner. - Assess customer needs and provide appropriate information, resources, and support. - Research and resolve inquiries using internal systems, databases, and online tools. - Effectively communicate information in a clear, concise, and customer-friendly manner. - Manage multiple priorities while maintaining service and quality standards. - Identify recurring customer concerns and communicate feedback to internal teams. - Support onboarding and training initiatives for new team members when needed. - Maintain accurate records and documentation of customer interactions. - Collaborate with colleagues to ensure a positive and seamless customer experience. - Adhere to established policies, procedures, and performance expectations. Qualifications: - High school diploma or equivalent required. - Minimum of 2 years of customer service, member services, contact center, or call center experience. - Strong verbal and written communication skills. - Proficiency with Microsoft Office Suite, including Outlook, Word, Excel, and PowerPoint. - Ability to quickly learn new software systems and technology platforms. - Excellent active listening, problem-solving, and interpersonal skills. - Strong organizational and time management abilities. - Ability to work independently and collaboratively within a team environment. - Bilingual Spanish (written and verbal) is a plus. Additional Details: - Fully remote opportunity. - Recent college graduates with strong customer-facing experience are encouraged to apply. - High-volume customer interaction environment. - Opportunity to make a meaningful impact while supporting individuals seeking important resources and information. - Collaborative and supportive team culture.

Role Description We’re looking for a Customer Support Supervisor who’s passionate about building high-performing teams and delivering an exceptional customer experience. You’ll lead a team of 10–15 support specialists , ensuring operational excellence, while driving innovation and continuous improvement in our support operations. This is not a role for a “manager of metrics” — it’s for a builder, a coach, and a strategic problem-solver who wants to have a direct impact on thousands of customers’ lives. - Lead, coach, and inspire a team of 10–15 Customer Support Specialists to achieve excellence in performance and service quality. - Monitor and analyze key metrics to identify trends, build hypotheses, and implement data-driven improvements. - Detect operational bottlenecks and proactively design solutions to increase efficiency and scalability. - Collaborate cross-functionally with Product, Engineering, and Operations to optimize processes and customer journeys. - Foster a culture of continuous learning, accountability, and feedback, helping your team grow both personally and professionally. - Ensure high-quality support delivery across communication. - Be hands-on when needed — from handling escalations to rolling up your sleeves during peak times. Qualifications - Bachelor’s degree in Business, Engineering, or related field. - 2+ years of experience leading customer support teams in fintech, tech, or startup environments. - Proven track record of improving processes and operational KPIs. - Strong analytical mindset: able to interpret data and translate insights into action. - Excellent communication, coaching, and conflict-resolution skills. - Comfortable operating in high-speed, constantly evolving environments. - Experience with tools like Zendesk, Intercom, or Salesforce Service Cloud. - English: Upper-intermediate level or above. - Be comfortable working occasional weekend shifts or on-call rotations to support critical operational needs. Requirements - Be hands-on when needed — from handling escalations to rolling up your sleeves during peak times. Benefits - Competitive salary: $30,000 MXN gross per month + annual performance bonus. - 100% remote work. - Flexible PTO policy. - Health insurance. - Fast-paced, high-impact environment where your work truly matters. - Opportunities to grow and lead as we scale across new markets.