Customer Experience Lead

InterPayments

full-time

Posted on: 3/23/2026

Location Type: Remote

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💰 $75,000 - $90,000 per year

About the role

Own the customer support queue, responding to merchant inquiries with urgency, empathy, and clarity.
Assist with merchant onboarding and offboarding, ensuring smooth transitions at every stage.
Manage and maintain accurate ticket statuses and customer records across support tools.
Build real relationships with merchants, becoming a trusted advocate both internally and externally.
Work with Customer Success to improve our merchant journey through all stages of their lifecycle.
Be the Voice of the Customer by reporting and presenting their experiences to internal stakeholders.
Monitor support queues and flag trends, FAQs, and recurring issues to leadership.
Run and present monthly reporting on support performance against SLAs and customer satisfaction goals.
Build and maintain internal documentation, SOPs, and knowledge base articles to reduce repeat issues and speed up resolution.

2+ years of experience in a customer-facing support or operations role, ideally in a SaaS, tech, or digital-first environment.
Hands-on experience with support and CRM tools like Zendesk, Salesforce, or similar platforms.
Strong written and verbal communication skills; you can explain something complex without making it feel complicated.
A self-starter mindset. You don't wait to be told what needs fixing; you find it and fix it.
Comfortable working remotely and managing your own time, priorities, and deadlines.
Curious and hungry. You don't need to know payments on day one, but you need to want to learn it deeply.

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

customer supportmerchant onboardingticket managementreportingSLA managementknowledge base management

Soft Skills

empathyclaritycommunicationself-startercuriosity