Job Description
As a Program Specialist, Payments Support you will be responsible for delivering exceptional customer service to FreshBooks users. As the Payments subject matter expert in the Support Department, you will manage direct customer inquiries and technical escalations from Core Support Specialists. You will also work closely with external Partners and internal Product Development & Engineering teams to resolve issues and improve the overall customer experience. You will navigate complex challenges, driving superior customer outcomes while consistently meeting key organizational objectives and metrics.
Note: This role can be worked remotely from any of the locations above.
What You’ll Do
- Respond to, troubleshoot, and solve inbound and outbound customer support inquiries across various channels (Phone, Email, Social Media, and Chat) related to Payments.
- Support other specialists by troubleshooting technical issues, usability ...