Customer Support Agent (Colombia)

Location: This role is open to candidates located in LATAM.

At Paystone we believe great customer experiences start with great people and right now were hiring Customer Support Agents to join our growing teams across NiceJob and our Accounts & Billing department.

In each role youll be the friendly knowledgeable voice that helps our customers solve problems navigate our platforms and get the most out of our products. Whether its guiding a merchant through a feature resolving a billing or funding inquiry or supporting our loyalty and gift card merchants youll play a key role in making sure every interaction leaves customers feeling confident valued and heard.

If youre passionate about delivering excellent service thrive in fast-paced environments and are ready to grow your career with a company thats making big moves in the SaaS and fintech space wed love to meet you.

What You Will Do

Shared Responsibilities (All Roles)

• Respond to customer inquiries by phone email or chat resolving issues on first contact whenever possible.
  
• Investigate customer concerns and find the best solution quickly.
  
• Communicate clearly and professionally with customers partners and internal teams.
  
• Follow up with customers until their issue is resolved.
  
• Document all interactions in our systems.
  
• Work with other departments (Product Finance Sales Technical Support) to solve problems.
  
• Educate customers on Paystone products and services.
  
• Spot opportunities to retain customers and prevent cancellations.
  
• Escalate complex cases when needed.

NiceJob (Customer Growth Platform)

• Coach users on growing their business and getting full value from their subscription.
  
• Identify upsell opportunities and reduce customer churn.
  
• Conduct outreach to re-engage inactive customers.
  
• Turn users into loyal brand advocates.
  
• Improve customer success processes and reduce reactive tasks.
  
• Route support queries to the right team and share feedback with product teams.
  

Paystone (Accounts & Billing)

• Resolve account billing funding and product issues using acquirer portals Excel/Google Sheets and CRM among other tools.
  
• Work with technical sales and accounting teams to solve problems.
  
• Build strong relationships with customers and partners to reduce churn.
  
• Handle escalations and find solutions to keep customers with Paystone.

What Youll Bring

Shared Skills (All Roles)

• High school diploma or equivalent required. Post-secondary education in Business Communications or a related field is considered an asset.
• 23 years of experience in customer service technical support or a call center environment.
  
• Strong communication skills in English.
  
• Proficiency in handling inbound and outbound communications by phone email and chat.
  
• Skilled at using CRM tools ticketing systems and communication platforms.
  
• Ability to troubleshoot technical issues and guide customers through solutions.
  
• Strong problem-solving abilities and attention to detail.
  
• Empathy active listening and a professional demeanor in all customer interactions.
  
• Ability to adapt to fast-paced changing environments while working independently or as part of a team.

NiceJob (Customer Growth Platform)

• Experience in coaching customers on maximizing product value.
  
• Skilled at identifying upsell opportunities and strategies to reduce churn.
  
• Ability to conduct proactive outreach to re-engage inactive customers.
  
• Experience analyzing and optimizing customer success processes.
  

Paystone (Accounts & Billing)

• Experience resolving account and billing issues in a SaaS or fintech environment.
  
• Familiarity with coordinating across technical accounting and sales teams.
  
• Skilled in customer retention and handling escalations to prevent account closures.

Recruitment Process

1. Get-to-Know-You Session Spark Hire One-Way Interview
   • Our first stage where youll record short video responses to a few questions so we can learn more about your background career goals and communication style.
2. Hiring Manager Interview Virtual (Google Meet)
   • A live online conversation focusing on your technical expertise relevant experience and alignment with our company values.
3. Peer Interview Virtual (Google Meet)
   • Meet with members of the team in a virtual setting to explore collaboration communication and how youd work together day-to-day.

Compensation

• Salary: USD $1350 per month

Our Mission

By joining Paystone you are joining a team that is future-focused and driven by our mission of creating Customer Driven Growth.

By helping our clients create better experiences for their customers and in turn motivating their happy customers to share their experiences with others our platform creates the momentum for our clients to gain more happy other words we win when our customers do.

Curious

Good! We want all the curiosity we can muster. Innovation stems from observation and

questioning so be eager be innovative and be ready to raise the bar.

Come check us out!!

About Us

Paystone is a leading North American payment and software company redefining the way merchants engage their customers and grow their businesses. The companys seamlessly integrated suite of automated payment processing customer loyalty gift card solutions and now reputation marketing is used by brands such as Irving Oil The Source Global Pet Foods Kernels Popcorn and many of the MTY Food Groups restaurant brands. Paystones solutions are used at over 30000 locations across Canada and the United States which collectively process over 10 billion dollars a year in bankcard volume. We employ over 200 employees and serve as the technology partner of choice for hundreds of partners across North America.

**Paystone is an equal opportunity employer. Should you require any accommodations due to disability please let us know at the time you are selected for an interview.**