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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in high-volume customer support, conflict resolution, and financial processing while maintaining operational efficiency and data integrity. Proficient in navigating multiple systems and delivering exceptional communication in a fast-paced environment.
Highest-signal resume keywords
High-Volume Customer SupportConflict ResolutionFinancial ProcessingData IntegrityOperational Efficiency
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Financial ProcessingData ReconciliationPayment ProcessingAccount ManagementBilling Inquiry Resolution
Soft Skills
EmpathyCommunicationConflict ResolutionProblem SolvingCustomer Service
Tools & Technologies
SalesforceNetSuitePCI Compliance
Industry Keywords
Churn PreventionRevenue RetentionMulti-Channel SupportOperational EfficiencyCustomer Support
About the role
Key responsibilities & impact- High-Volume Multi-Channel Support: Manage a busy queue of inbound billing inquiries via phone, email, and chat. Deliver "Hospitality-Grade" service that prioritizes clarity, empathy, and speed.
- Conflict Resolution & De-escalation: Act as the front-line problem solver for billing disputes. Use professional empathy and clear communication to navigate financial friction, manage difficult performance issues, and de-escalate partner concerns.
- Revenue Retention & Churn Prevention: Uncover the "why" behind billing inquiries. Use your interactions to identify churn risks, solve account friction, and ensure restaurant partners feel financially secure and respected.
- Collections & Account Management: Execute outreach strategies for past-due accounts, prioritizing relationship retention alongside financial recovery. Negotiate creative payment arrangements to support restaurant longevity and maintain full case ownership through to final resolution.
- Financial Processing & Data Integrity: Process ACH and credit card payments securely in a PCI-compliant manner. Reconcile customer data across systems and execute account adjustments to ensure precise, audit-ready financial record-keeping.
- Operational Efficiency: Navigate multiple systems in real-time during live partner interactions, maintaining accurate and timely documentation in Salesforce and NetSuite.
- Continuous Improvement: Identify patterns in billing errors to recommend internal process improvements. Use forward-thinking skills to identify at-risk accounts and proactively prevent churn.
Requirements
What you’ll need- 2+ years of experience in a high-volume customer support or contact center environment.
- Computer Literacy & Tech Fluidity: 100% of this role heavily involves technology. Candidates must have excellent computer literacy, including rapid/accurate typing and the ability to navigate and switch between multiple programs and browser tabs simultaneously.
- Communication & Presence: Exceptional communication skills with the ability to explain complex financial or accounting concepts in simple, partner-friendly language across phone, email, and live chat channels.
- De-escalation & Conflict Resolution: Ability to remain calm, empathetic, and constructive during high-pressure financial conversations and conflict resolution.
- Compliance & Availability: High level of comfort handling sensitive financial data with absolute integrity (must pass a background check/assessment), with complete flexibility to work assigned shifts (Monday–Friday, 3:00 AM – 6:00 PM MT) and commit to the 8-week in-office training and hybrid schedule in Mexico City.
Benefits
Comp & perks- Work from (almost) anywhere for up to 20 days per year
- Focus on mental health and well-being:
- Company-paid therapy sessions through SpringHealth
- Company-paid subscription to Headspace
- 5 floating holidays
- Paid parental leave
- Generous paid vacation + time off for your birthday
- Paid volunteer time
- Focus on your career growth:
- Development Dollars
- Leadership development
- Access to thousands of on-demand e-learnings
- Travel Discounts
- Employee Resource Groups
- Christmas Bonus - 30 days
- 20 days of paid time off a year
- 25% vacation premium
- Private health, dental, and life insurance
- Monthly social events and happy hours