Support Technical Account Manager - Remote | Wfh

We are a dynamic and rapidly growing Silicon Valley technology company on a mission to revolutionize the way payments are made. Our platform facilitates cash, debit, credit, and ACH payments, providing businesses with a user-friendly, intuitive, and consistent experience for their customers. We're committed to delighting our customers, both merchants and consumers, with simple, practical, and useful product and service offerings. As we continue to grow, we are excited to add a talented Technical Account Manager to our Support team, reporting to the Director of Support.
What You'll Be Responsible For
Providing technical product support and enhancing the customer experience.
Managing the support queue, handling handoffs, escalations, defects, enhancements, and contributing to the team's knowledge base.
Utilizing Zendesk email as the primary support channel, with occasional phone and meeting interactions and the potential for chat support.
Collaborating closely with internal stakeholders to resolve technical and business issues, ensuring minimal disruption to consumers.
Engaging with various teams, including Account Management, Merchant Services, Product, Engineering, Sysops, Finance, Compliance, Legal, and external partners.
Managing periodic on-call duties and handling rare after-hours escalations.
Building trusted relationships with our most valued merchants.
Serving as the primary support contact for product launches, managing escalations, configuration changes, and advocating for product improvements.
Coordinating ongoing advanced product configuration projects and release coordination to ensure merchant success.
Assisting with new product coordination, best practices, and tune-ups.
Conducting business reviews, offering renewal support, support plans, and ensuring SLA adherence.
Requirements
Strong service-oriented background with a commitment to doing the right thing.
Bachelor's degree and/or 5+ years of relevant technical support experience.
Technical aptitude and experience with software platforms, web/mobile applications, data/API interfaces, etc.
Analytical problem-solving skills with a keen eye for detail, focused on enhancing the customer experience.
Excellent verbal and written communication, organizational, and presentation skills.
Ability to listen, empathize, and act as the customer advocate within our organization.
Results-driven mindset, comfortable handling multiple customer demands in a fast-paced, sometimes ambiguous, environment.
Previous experience in the online gaming industry is a plus (Sports Betting, Casino/Poker, Fantasy Sports Horse Racing).
Applicable Experience (Helpful But Not Required)
Any contributor or leadership roles such as technical support, Customer Success Payments Specialist, team lead, support analyst, technical account manager, support engineer, implementation manager, Customer Experience Professional (CX), product manager, implementation manager, professional services, support project lead, support project manager, IT support, or systems administrator.
Experience with escalation management and support, especially with outsourced partner support teams.
Familiarity with cloud-based (SaaS) business systems or Independent Software Vendors (ISV).
Knowledge of Debit, Credit, Apple Pay, Google Pay, Paypal, Venmo, Square Cash app, disbursements, ACH, and related networks and processors.
Familiarity with cash handling at retail point-of-sale, back-end payment systems, and gift card networks.
Understanding of financial and banking processes, such as settlement, reconciliation, payment files, NACHA, chargebacks, disputes, etc.
Familiarity with support systems (especially Zendesk usage or administration), business processes, training, and knowledge content administration.
Basic understanding of HTML, XML, JSON, Javascript, and APIs at a technical level or SFTP/batch systems.
Knowledge of compliance concepts such as BSA, AML, OFAC, and UDAAP.
Benefits
Competitive compensation package with extensive benefits.
Remote working opportunity.
Fast-paced and professional work culture.
Company-paid health insurance, including medical, dental, and vision.
Company-sponsored life and disability insurance.
Stock options package.
Stimulating start-up culture committed to diversity and inclusion.
Flexible time off.
Paid parental bonding leave.
Team outings and events when permitted.
Equal Opportunity Employer
We are dedicated to fostering a diverse workforce that enhances our products and services for the communities we serve. Applicants from all backgrounds are strongly encouraged to apply.
Salary: $ 90,000.00 120,000.00 Per Year