Payment Support Specialist

Summary

Join Mediavine's Support team as a Payment Support Specialist! You will be responsible for processing and resolving payment issues for publisher sites, providing excellent service, and de-escalating stressful situations. This remote position requires 3+ years of customer service experience, strong technical skills, and proficiency with Google Suite and communication platforms. You'll collaborate with a team, troubleshoot payment issues, and communicate effectively with publishers. Mediavine offers a comprehensive benefits package including health insurance, paid time off, parental leave, and professional development opportunities. The ideal candidate is empathetic, detail-oriented, and passionate about learning.

Requirements

• 3+ years experience providing direct customer service and/or customer support
• Ability to troubleshoot in depth, payment questions and escalations
• Strong proficiency with Google Suite
• Experience with communication platforms like Slack
• Experience working with a CRM such as Hubspot
• Proficiency working with numbers
• Ability to translate technical explanations into layman's terms providing step-by-step directions that are easy to follow
• Ability to collaborate well and work together remotely; keeping in touch when co-working on projects
• Excellent time management skills with the ability to complete tasks efficiently, effectively and consistently
• Proven ability to learn quickly and respond well to feedback, understanding the value of real time coaching
• Proven perseverance when resolving customer requests
• Excellent problem solving and analytical skills
• Excellent written and verbal communication skills
• Strong attention to detail, taking your time to do things right the first time
• Excellent organizational skills with the ability to juggle multiple tasks simultaneously
• A willingness to ask questions with the goal of retained training and broadening your understanding
• A passion for learning, sharing knowledge and commitment to ongoing performance progress
• A strong work ethic, positive attitude and are a dependable team player
• Applicants must be based in the United States

Responsibilities

• Respond to emails on various payment questions via Intercom or Hubspot, as well as assisting other teams with simple payment questions
• Process payments from publisher sites
• Track progress and identify issues, such as failed payments and publishers marked as unpayable
• Escalate issues to Tipalti (our payment partner) and assist in resolving payment issues
• Reach out to publishers on behalf of Tipalti when further information is needed
• Support the team by identifying areas of improvement, monitoring and updating outdated information, researching and providing new help articles, etc
• Collaborate within the team to ensure all daily tasks are completed
• Expand knowledge of our processes through both training and practical experience
• Be available and responsive via Slack during working hours
• Availability to travel on an as needed basis, for our annual All Hands Retreat, Team Retreats/Meetings and/or industry events/conferences (approx. 15%)

Preferred Qualifications

• Technical support experience
• Experience working with bloggers in a related field
• Experience with remote work

Benefits

• 100% remote
• Comprehensive benefits including Health, Dental, Vision and 401k match
• Generous paid time off
• Wellness and Home Office Perks
• Up to 12 weeks of paid Parental Leave
• Inclusive Family Forming Benefits
• Professional development opportunities
• Travel opportunities for teams, our annual All Hands retreat as well as industry event