• Deliver outstanding customer support via phone calls, chats, and emails • Build strong and lasting customer relationships • Keep up with evolving tools and technology • Handle sensitive customer data with care and security • Apply the latest and greatest customer happiness practices • Maintain deep understanding of client solutions and meet KPI • Communicate with developers and cross-functional specialists

• Answer incoming phone calls, texts, chats and respond to written communications • Troubleshoot any issues related to consumer product • Identify and analyze consumer concerns, recommend appropriate actions • Complete assignments in a thorough, accurate, and timely manner

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.