Senior Customer Support Specialist

Job Summary

Providing advanced support for citizens and agency users, the full-time Senior Customer Support Specialist will focus on payment processing, transactional data resolution, and financial workflows while working remotely from Mexico.

Key responsibilities:

• Serve as a Tier 2 escalation point for complex customer support cases related to payment processing and transaction discrepancies
• Investigate issues across the full transaction lifecycle and analyze transactional data to identify root causes and provide resolutions
• Communicate effectively with customers and internal teams, maintaining detailed documentation of cases and escalating unresolved issues as needed

Required qualifications:

• 6+ years of experience in customer support, operations, finance, payments, or data-focused roles
• 4+ years of hands-on experience supporting payment processing and transactional systems
• Native or near-native English proficiency with strong comprehension and written communication skills
• Experience working with ticketing systems and structured support environments
• Basic SQL or data querying experience, with familiarity in payment gateways and financial reporting systems