Customer Success Support

Customer Success Support

The FreedomPay Commerce Platform is the technology of choice for many of the largest companies across the globe in retail, hospitality, lodging, gaming, sports and entertainment, foodservice, education, healthcare and financial services. FreedomPay's technology has been purposely built to deliver rock solid performance in the highly complex environment of global commerce. The company maintains a world-class security environment and was first to earn the coveted validation by the PCI Security Standards Council against Point-to-Point Encryption with EMV standard in North America. FreedomPay's robust solutions across payments, security, identity and data analytics are available in-store, online and on-mobile and are supported by rapid API adoption. The award winning FreedomPay Commerce Platform operates on a single, unified technology stack across multiple continents allowing enterprises to deliver a consistent, repeatable experience on a global scale. FreedomPay is a fast paced, high growth company with a great culture with competitive benefits and compensation with a business casual atmosphere.

FreedomPay is seeking a proactive and detail-oriented professional to join our Customer Success Support team! This role is ideal for someone who thrives in a fast-paced, client-facing environment, enjoys solving problems, and communicates effectively across departments. You'll play a key role in ensuring a seamless client experience by managing support requests, troubleshooting issues, and maintaining strong relationships throughout the customer lifecycle. This is a great opportunity to join a growing SaaS company in the FinTech space.

Main Job Responsibilities (including but not limited to):

• Assess and evaluate client needs through daily calls and email correspondence.
• Ensure client satisfaction through follow-up, responsiveness, and clear communication via Zendesk.
• Manage client expectations across all aspects of the relationship and overall customer lifecycle.
• Distinguish between production support items and development or enhancement requests; coordinate with internal teams to resolve accordingly.
• Manage multiple clients, projects, and priorities simultaneously.
• Communicate effectively and assertively in both individual and group settings.
• Collaborate cross-functionally with teams including Executive Leadership, IT, Sales, Marketing, Operations, and Finance.
• Maintain up-to-date product knowledge and support new client implementations.
• Understand and clearly explain technical concepts and solutions to clients.
• Contribute to a collaborative, entrepreneurial team environment and work independently when needed.

Required Skills and Experience:

• 13+ years of experience in a customer success, client services, or technical support role.
• Bachelor's degree in Business, Communications, Information Systems, or a related field.
• Strong communication, troubleshooting, and problem-solving skills.
• Excellent time management and organizational abilities with a sharp attention to detail.
• Proficiency or familiarity with customer service software (Zendesk preferred).
• Proven ability to multitask, prioritize, and meet deadlines in a dynamic environment.
• Self-starter with strong interpersonal and presentation skills and a genuine interest in professional growth.

As the fastest growing commerce company in the industry, we offer the opportunity for tremendous upward mobility within the company as well as development and professional growth opportunities. FreedomPay's fulltime roles provide exceptional benefits including medical, prescription, dental and vision coverage, Life Insurance, Retirement Plans with company match, commission sharing plan, flexible hybrid working environment, and great parental and other leave programs. All positions must be able to successfully pass a background check as well as a credit check.

FreedomPay is an Equal Opportunity Employer, including Disability/Veterans. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.