Customer Experience Specialist

The Customer Experience Specialist is responsible for delivering a high-quality customer experience by providing timely, accurate, and professional support to TreviPay’s customers, merchants, and clients. We value critical thinking skills aimed at providing the best customer experience possible for all that we support. This role requires strong attention to detail, the ability to manage multiple customer inquiries, and hands-on experience supporting billing, invoicing, payments, and dispute-related issues via phone and email.

Principal Duties and Responsibilities

· Provide exceptional customer support on every interaction with customers, merchants, and clients via phone and email

· Serve as a primary point of contact for inquiries related to billing, invoices, payments, disputes, authorizations, and account issues

· Clearly explain payment and financial information to customers in a professional and easy to understand manner

· Meet or exceed department metrics, service level agreements (SLAs), and service level standards (SLS)

· Effectively de-escalate challenging customer situations and demonstrate sound judgment when escalating issues to Tier 2, Tier 3, or leadership

· Accurately document customer interactions, actions taken, and resolutions in CRM or case management systems

· Proactively contact customers or merchants to address issues such as rejections, disputes, or potential account concerns

· Collaborate with team members and leadership to identify trends and support process or documentation improvements

· Complete required training and assigned learning within established timelines

· Perform other duties as assigned by leadership

Required Experience, Skills, and Abilities

· Minimum of 2 years of customer support experience in a fast-paced environment with sustained inbound call volume

· Direct experience supporting billing, invoicing, payments, disputes, or account reconciliation

· Strong professional verbal and written communication skills

· Ability to independently resolve customer inquiries while following established processes and procedures

· Strong organizational skills with attention to detail and accuracy

· Critical thinking skills and knowing when to implement creative solutions to provide the best experience possible to our customers/merchants and clients

· Ability to manage challenging customer situations with professionalism and empathy

· Comfortable working in a structured, performance driven environment with clear metrics

· Proficient in Microsoft Outlook, Word, and Excel

· Experience using CRM or case management systems, or the ability to learn new systems quickly

· Ability to work effectively both independently and as part of a team

· Open willingness to accept and implement feedback

Preferred Qualifications

· College degree preferred or equivalent professional experience

· Experience supporting B2B customers or financial/fintech products

· Fluent in Spanish (written and verbal) - is a huge plus!