Customer Support Representative

We’re looking for a Customer Support Representative who is obsessed with delivering world-class service to join our vibrant company that’s growing fast. You will be a key player on our highly-rated support team, responding to customer inquiries with urgency and being available at a moment's notice when customers call for help.

Responsibilities and Duties:

• Troubleshoot and solve customer issues in a timely manner with a positive attitude via emails, phone, live-chat, video conferencing, etc.
• Work alongside cross-functional teams to resolve issues.
• Assist with onboarding new customers via phone, and email.
• Identify potential product up-sell opportunities and pitch solutions to customers.
• Work on and resolve chargeback cases.
• Assist with creating content for our growing Knowledge Base.
• Offer assistance with

You may be a good fit if:

• You have at least 2+ years of customer service experience at a SaaS company
• You're reliable
• You're flexible, resourceful, and thrive while working autonomously
• You're able to think on your feet and solve problems
• You can prioritize tasks and incoming requests accordingly
• You love being customer-facing and you seek to understand how we can improve and over-deliver on expectations
• You're very comfortable working in a fast-paced environment
• You're often the first to volunteer, take initiative to think about the next project, and have a real passion for service
• You're able to pick up new concepts quickly and teach others
• You're experienced working in a team environment and juggling multiple projects
• Familiarity with our industry and or banking is a plus
• You've demonstrated software on conference calls and web-sharing
• You're a pro at navigating between systems and using help desk software and tools
• You possess excellent communication and problem-solving skills
• You're patient and not easily flustered when handling tough cases

Why ePayPolicy

• Competitive salary
• Comprehensive benefits package with employer-paid basic life and disability premiums
• 401K
• Flexible Paid Time Off Policy (FTO)
• Company-sponsored quarterly “ePayItForward” initiatives
• Supportive and inclusive company culture with a focus on work/life balance
• Fully-stocked kitchen
• Lunch stipend when working onsite
• Open communication (We won’t box you in! If you have a cool idea for a product improvement or a suggestion on how to improve the customer experience, let’s talk about it. We value everyone’s ideas and opinions.)
• Huge opportunity for growth

We operate on a hybrid schedule for in-office employees. Standard schedules are three days per week in the office, however, the cadence and days are determined by each team and manager.

Embracing AI at ePayPolicy

At ePayPolicy, AI is a company-wide initiative essential to how we work and innovate. All employees are expected to proactively leverage approved enterprise AI tools to drive operational productivity. While leaning into these capabilities, team members must maintain our ethical standards: thoroughly verifying AI-generated outputs, safeguarding sensitive data, and strictly prohibiting the generation of synthetic media or the use of another individual’s likeness without explicit consent.