Customer Support Specialist

PayBright is a rapidly growing merchant services company serving businesses nationwide. We operate in a fast-moving, highly regulated environment where accuracy and execution matter.

As a Customer Service Representative, you’ll play a key role in delivering exceptional service to our merchants, handling everything from billing inquiries to tech troubleshooting. You’ll work in a collaborative, dynamic environment where every team member has the opportunity to make a real impact. If you’re passionate about customer service, thrive in a fast-paced setting, and enjoy building relationships, we want you on our team!

What We’re Looking For

Customer Support Representative with:

• 2+ years of strong customer service experience, with proven ownership of issue resolution.
• 2+ years of experience in a high-volume workflow environment, demonstrating excellent multitasking capabilities.
• A passion for providing extraordinary service and sales support to agents, merchants, and partners.
• The ability to respond quickly, proficiently, and professionally to incoming customer requests while meeting quality expectations.
• Experience resolving customer support issues related to billing, account management, and troubleshooting.
• Confidence in handling complex inquiries.
• Strong interpersonal skills and the ability to work directly with agents, merchants, and operational departments in a one-on-one support role.
• Exceptional phone etiquette, communication skills (verbal and written), and technical proficiency.
• Bachelor’s Degree

Responsibilities and Duties:

• Provide extraordinary client service to merchants via inbound phone calls, email, or chat.
• Handle incoming customer inquiries with professionalism and efficiency, providing accurate information and solutions.
• Conduct follow-up calls to clients, addressing their needs and ensuring satisfaction. Monitor and manage a ticket queue, ensuring all requests are logged, prioritized, and resolved promptly.
• Thoroughly describe and document work using CRM call ticketing systems.

Answer merchant questions and resolve customer support problems related to billing and account management.

• Troubleshoot customer tech issues.
• Help to ensure incoming requests are handled promptly and communicate with other departments, managers, and Business Consultants.
• Maintain a business and personal task list that ruthlessly prioritizes the most important and time-sensitive items, including calendaring time to work on these tasks.
• Maintain an organized filing system of paper and electronic documents.
• Prioritize conflicting needs; handles matters expeditiously, proactively, and follows through on projects to successful completion, often with deadline pressures.

Competencies:

• Strong commitment to quality and customer service excellence.
• Proven ability to thrive in a collaborative, fast-paced environment.
• Excellent verbal and written communication skills, with strong interpersonal abilities.
• Highly organized, detail-oriented, and scrupulous about accuracy.
• Self-starter with strong business sense, able to understand the bigger picture.
• Demonstrates urgency, decisiveness, and sound judgment in problem-solving.
• Technically proficient with Microsoft Office, PowerPoint, OneNote, Power BI, and mobile apps.
• Resourceful, persistent, and capable of overcoming obstacles.
• Exercises diplomacy, confidentiality, emotional intelligence, and integrity.
• Dependable, punctual, and consistent in attendance.
• Brings a servant’s heart, sense of humor, and positive attitude to the workplace.
• Being able to work in a collaborative and highly motivated environment is critical
• Confirmed commitment to quality and customer service.
• Punctual, regular, and consistent attendance.

Qualifications:

• Education: Bachelor’s Degree required.
• Industry Experience: Background in banking or credit card processing preferred, but not required.
• Minimum typing speed of 45 WPM.
• Strong written and verbal communication skills across various audiences.
• Excellent time management skills with proven ability to prioritize tasks.
• Demonstrated attention to detail, teamwork, initiative, and leadership.
• Strong analytical and decision-making skills.
• Data entry experience with high accuracy.
• Proficiency in MS Word, Excel, PowerPoint, Outlook, and Mac OS.
• Ability to multitask and stay organized in a high-volume workflow environment.
• Able to receive direction and feedback effectively, while also working independently with minimal supervision.
• Positive, approachable, and always customer-focused.
• Ability to maintain confidentiality in all aspects of work.
• Working knowledge of arithmetic, algebra, and mathematical applications.
• Familiarity with administrative and clerical systems (e.g., word processing, calendar management software, CRM tools), with the ability to learn new platforms quickly.
• Bilingual (English/Spanish)
• Must be fluent in both English and Spanish (written and verbal).
• Bilingual candidates (English/Spanish) strongly preferred; fluency required.

Preferred:

• Bilingual in English/Spanish strongly preferred
• Experience working in merchant services or the payments industry
• Familiarity with Mac OS and MacBook

Company Culture:

At PayBright, we pride ourselves on honesty, tenacity, and reliability—values that guide everything we do. We hold ourselves to the highest standards, with a strong emphasis on clear, consistent communication and a relentless focus on execution. We’re driven by a passion for quality, with our success built on persistence, integrity, and a shared commitment to doing things the right way—delivering exceptional service and maintaining excellence across the board.

Compensation: $20 HR

Benefits insurance:

• Medical insurance
• Dental insurance
• Vision insurance
• Paid time off
• Paid holidays
• 401(k) retirement plan with company match

Schedule & Location:

• Monday–Friday, with weekend hours as needed.
• This is a full-time role (40 hours per week) requiring on-site presence in our Raleigh, NC office at least four days per week.
• 4509 Creedmoor Road, Raleigh, NC
• Physical/Mental Demands:
• Requires the ability to be sedentary for extended periods.

Equal Opportunity Statement:

PayBright provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Job Type: Full-time

Pay: $20.00 per hour

Benefits:

• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

Experience:

• Customer service: 2 years (Required)

Work Location: In person