Support Specialist – mobileAxept

The Support Specialist serves as the primary point of contact for donor support and provides day-to-day assistance to the Director Client Success.

This role focuses on responding to donor inquiries monitoring incoming support tickets and ensuring issues are documented triaged and escalated appropriately so that client-facing and onboarding activities can remain focused and uninterrupted.

Duties and Responsibilities

• Serve as the primary support contact for donor inquiries including questions related to giving experiences payment issues and confirmations
• Monitor and triage incoming support tickets during assigned working hours resolving issues or escalating as appropriate
• Accurately document donor interactions and issue details in the ticketing or CRM system
• Escalate urgent complex or client-impacting issues to the Director Client Success in a timely manner
• Provide on-call donor and support coverage on Saturdays and Sundays to ensure continuity of service
• Assist the Director Client Success by flagging trends repeat donor or client issues and emerging concerns

• 24 years of experience in customer/client support roles ideally within SaaS FinTech or payment systems
• Passion for mission-driven work and building solutions that empower charitable giving; experience working with faith-based and nonprofit organisations is a plus
• Strong technical troubleshooting and problem-solving skills
• Excellent written and verbal communication skills with a clear and friendly client-facing style
• Self-starter mentality with the ability to work autonomously in a dynamic growing department
• Familiarity with ticketing systems and CRM platforms such as Salesforce HubSpot or Zendesk

Working Conditions

• Extensive desk-based work involving prolonged periods using a computer and sitting for extended periods
• Frequent interaction with team members management agents Business Development Managers (BDMs) and external partners to support smooth operations and collaboration

Travel

Equality

At Payroc we are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs job requirements and individuals qualifications without regard to race color religion national social or ethnic origin sex age physical mental or sensory disability sexual orientation or any other status protected by the laws regulation in the location we operate. Payroc does not tolerate discrimination or harassment based on any of these characteristics.

Payroc is committed to providing access equal opportunity and reasonable accommodation for individuals with disabilities in employment its services programs and activities. To request reasonable accommodation contact Human Resources Department at

Compensation and Benefits

Our compensation reflects the cost of labor across several U.S. and U.K. geographic markets. Actual compensation may vary based on a number of factors including location job-related knowledge skills and experience. Depending on the position offered additional forms of compensation such as bonuses incentives or equity may also be included as part of the total compensation package. We offer a comprehensive range of benefits to support your overall well-being both personally and professionally. These may include medical coverage financial benefits and wellness support tailored to your needs.

Candidate Privacy Notice

We are committed to protecting the privacy and security of personal information provided to us during the recruitment and hiring process. Our Candidate Privacy Notice explains how we collect use store and protect your personal data when you apply for a role with us. This notice applies to all job applicants and candidates including those located in the European Economic Area (EEA) the United Kingdom Canada and other applicable jurisdictions. You can find our Candidate Privacy Notice on our Careers Page under FAQs.

Note to Agencies

Payroc does not accept resume submissions from agencies outside of existing agreements. Please do not send unsolicited resumes to Payroc HR or to Payroc employees. Payroc is not responsible for any fees associated with unsolicited resume submissions.