Payment Support Specialist Jobs

🌳 About Bonsai

Bonsai helps 500,000+ freelancers in 100+ countries start, run, and grow their businesses. The way the world works is changing: Freelancers make up 40% of the workforce today and will be 50%+ by 2030. People want flexible and independent careers. Companies want great on-demand talent. This is one of the largest shifts since the Industrial Revolution, but the tools to support it are stuck in the 20th or even 19th centuries!

That's where Bonsai comes in. We take care of a freelancer's admin work - contracts, proposals, invoices, payments, accounting & taxes and even banking - so they can focus on the work they love and just make money. Ask any freelancers you know... they'll tell you this is a huge and painful time suck.

We're profitable, growing very quickly, and are backed by some of the world's best investors (YC, Matrix Partners, Index Ventures).

We've also been 90% remote since 2016 and our team is spread across 9 different countries.

About The Role

Our customers are at the center of what we do and we're always trying to find better ways to serve them. Alongside our Head of Customer Support and Risk team, you will work closely with Product and Marketing to drive growth, engagement, and advocacy of Bonsai. As a Payment Support Specialist, you will leverage front-line support interactions to not only address customer issues but also to identify potential risks and contribute to refining our product and processes at Bonsai.

In this multifaceted role, you will engage in both proactive and reactive support, swiftly addressing customer concerns, inquiries, and complex bugs with a specialized focus on payments and risk management. You won't always know the answers, so your resourcefulness will be your greatest asset! We answer inquiries via chat and email primarily, with the occasional video onboarding call, and interact with our customers Monday-Sunday, all over the world!

For this specific position, we are seeking an individual to cover either EST or PST hours of 9AM - 5PM, accommodating the occasional weekend work. In addition to front-line support, you will work to identify trends in customer behaviors and inquiries to help shape our product decisions. Simultaneously, you'll have a hand in creating valuable content that allows our customers to make the most out of Bonsai as easily as possible!

About You

• You’re obsessed with Support KPIs and have a penchant for responding to customers at a lightning speed and still maintaining tremendous accuracy in your responses
• You have a passion for helping people. Let's face it, this job is all about helping people! That needs to fuel your fire. You're the type of person that goes the extra mile to help not because it's expected, but because you want to.
• You're a fantastic communicator. Our role involves navigating and explaining how to use our broad, technical platform. Being able to quickly and concisely get your message across with a friendly tone and digestible formatting is imperative.
• You're a passionate problem solver. "No" isn't a good enough answer for you - you need to find out why it's that way and if there's a way to make it better.
• You have a minimum of 2 years of experience working with a SaaS company in Customer Support / Customer Success.
• You are a multi-tasker. We have a number of moving parts and processes in place while also managing live interactions. You should be able to manage multiple interactions simultaneously as well as being getting work done behind the scenes.
• Change excites you. We're a brand new team here at Bonsai, building from the ground up. We don't have all the answers and that's the point! You should salivate at the idea of identifying issues, finding trends, collecting relevant data, and engineering long-term solutions.
• This is an entry-level position with an opportunity to grow. Technical skills can be taught - attitude and drive are what we're in the market for.

Responsibilities

• Answering in-bound chat and email support requests from 8 AM - 5 PM PST Mon-Sun (5 shifts per week). This role will likely start with a Monday-Friday schedule and shift to a Sunday-Thursday schedule after the training period.
• Fully engaging with and listening to our customer to offer them advice on a holistic level to ensure they are getting the best experience from Bonsai.
• Collaborating with our Risk team to manage Bonsai’s transaction monitoring and chargebacks, coordinating with customer support and product teams as necessary
• Investigating payment anomalies in real-time, coordinating with other teams to respond as necessary
• Being an advocate for our customers and Bonsai as a whole by communicating trends and insights back to stakeholders.
• Ensuring target KPIs are met and maintained.

Requirements

• Previous experience in SaaS and Customer Support (Email and Live Chat) is a must-have!
• Possess a high level of understanding, patience, and empathy. Able to navigate more difficult conversations/interactions with professionalism.
• This is a fully remote position - experience with remote work is required and you will need access to a proper working environment, including super high-speed internet.
• Excellent writing skills - all you need is one response to resolve a complex customer problem!
• Ability to write crystal clear help docs and continuously improve our help center.
• 2+ years experience providing exceptional customer service of any type (in person or online).
• Ability to pick up multiple technological tools, quickly.
• Commitment to continuous growth and learning. You understand that every challenge is an opportunity and you get excited about learning new things.
• Attention to detail and ability to follow the data with an appetite for investigations and making judgment calls

Nice To Haves

• Experience with Intercom/ZenDesk, Slack, Notion, Excel/Google Sheets, Stripe
• Experience with payments fraud, KYC, compliance, trust and safety
• Experience providing front-line software support (especially via chat)
• Experience with Disputes and Chargeback processes
• Experience working with a Fintech or security company
• Experience with handling customer escalations
• Experience working with or as a freelancer/entrepreneur

Benefits

• Strong culture of work / life balance — it's a marathon, not a sprint
• All-expenses paid team retreats — our last retreat was in Lisbon!
• Remote-work option — work from anywhere, always!
• Industry leading compensation package — we know you will have a large impact on the company and we strive to compensate accordingly
• Complete internal transparency — everyone sees everything within the company