Customer Support Specialist - Remote FinTech Role

About the Role

At Coastal Pay, we’re looking for a highly organized and resourceful Customer Support Specialist to support our merchants and agents. This remote Customer Support Specialist role is ideal for someone who takes ownership of customer issues, enjoys solving problems, and can confidently guide agents through questions related to payment processing, transactions, onboarding, and account support. You’ll play an important role in ensuring our merchants receive responsive, knowledgeable service while helping our internal teams operate smoothly.

What You'll Do

• Provide exceptional customer support to merchants while ensuring efficient communication between internal teams and external vendors.
• Manage and triage inbound calls (approximately 15–20 per day), assisting merchants with inquiries or routing calls to the appropriate department when necessary.
• Monitor support ticket queues and escalate issues to the appropriate teams as needed.
• Maintain accurate and thorough documentation of all customer interactions, issues reported, and resolutions provided.
• Serve as a liaison between merchants and internal departments to ensure timely resolution of inquiries.
• Handle complex client escalations through multiple communication channels including phone, email, ticketing systems, chat, and other support platforms used by Coastal Pay.
• Assist merchants with basic account support requests such as account updates, password resets, CRM navigation, and gateway assistance.
• Follow up with merchants who have left voicemails or support requests, including messages received during weekends or outside business hours.

Requirements

• Highly organized with strong attention to detail when managing customer requests and account information.
• Clear, professional communicator who can confidently assist merchants and explain payment-related issues.
• Resourceful problem-solver who takes ownership of customer questions and follows issues through to resolution.
• Tech-savvy and comfortable learning new systems, platforms, and support tools.
• Able to manage multiple customer inquiries while maintaining a high level of responsiveness and accuracy.
• Prior experience in customer support, fintech, SaaS, or payments environments preferred.

Nice to Have

• Familiarity with CRM platforms such as IRIS, Salesforce, or HubSpot.

What We Offer

• Remote-first environment.
• A welcoming, supportive, and collaborative workplace.
• A commitment to individualized coaching and professional development.
• Health Insurance Benefits after 90 days of employment.