Job title: Customer Support Specialist

Reports to: Director of Operations, Priority Commerce

Department: Acquiring

Location: Draper, UT

Grade: 11

About Priority Commerce:

Priority Commerce is a leading financial technology company on a mission to deliver a personalized, easy-to-adopt financial toolset that accelerates cash flow and optimizes working capital for businesses. Our vision is to eliminate the barriers to unlocking revenue - empowering businesses to grow faster and operate smarter.

We achieve this through the Priority Commerce Engine, an innovative platform that combines payables, acquiring, and banking and treasury solutions. This unified approach allows businesses to streamline financial operations, reduce unnecessary costs, and uncover new revenue opportunities.

At Priority Commerce, we're driven by results. We expect our people to be known for results - bringing expertise, momentum, and relentless focus to every challenge, helping our clients and each other thrive.

About the Role:

As a Customer Support Specialist, you will be a key point of contact for customers using our payment processing solutions. You will respond to questions and concerns by phone and email, provide first-level technical support, and help customers navigate our systems and manage their accounts. Through timely, professional problem-solving and effective coordination with internal teams and external partners, you will support a positive customer experience and long-term customer relationships.

Responsibilities:

• Respond to inbound customer calls and emails, addressing questions, troubleshooting issues, and providing clear, accurate guidance.
• Perform Level I technical triage and support for system-related issues, identifying when additional assistance or escalation is needed.
• Serve as a liaison among customers, internal teams, and external partners or vendors to coordinate issue resolution.
• Assist customers with account-related updates, reconciliation questions, and navigation of payment processing software.
• Communicate progress and next steps professionally, including during complex or escalated customer interactions.
• Share customer feedback and recommend improvements to the user interface, support processes, and overall customer experience.

What Success Looks Like:

• Customers receive responsive, accurate, and courteous support.
• Routine customer issues are resolved efficiently and effectively.
• Complex concerns are escalated appropriately to support timely resolution.
• Customer feedback contributes to improvements in the overall customer experience.

Candidate Requirements:

• At least 2 years of customer service experience, including experience in retail, hospitality, or another service-focused environment.
• At least 2 years of administrative support or office experience.
• Experience using database software and the ability to learn new systems quickly.
• Strong verbal and written communication skills, including a professional and helpful phone and email presence.
• Logical problem-solving skills, sound judgment, and the ability to determine priorities as customer needs change.
• Strong attention to detail, organization, and time management, with the ability to manage multiple requests in a fast-paced environment.
• Ability to work independently and collaboratively, remain composed during escalated situations, and adapt to changing business needs.
• Reliable attendance and the ability to work an assigned daily schedule.

Work Environment & Culture:

We believe that performance and experience go hand in hand - an exceptional employee experience is earned through contribution. We are a results-driven team, grounded in our core values: ownership, authenticity, service, trust, innovation, and camaraderie.

Our culture is built for those who want to make an impact. We challenge each other to grow, celebrate progress, and support one another through shared goals and real connection. Whether you're building technology, serving clients, or supporting internal teams, you’ll be part of a company that empowers you to perform at your best and be known for results.

Compensation and Benefits:

Compensation range: 20/hr - $23/hr

We invest in the whole employee - personally and professionally. Our benefits package is designed to support your well-being, growth, and success - both inside and outside of work.

Financial Wellness

• Bonus programs
• 401(k) match
• HSA and FSA options
• Financial wellness resources and employee discount programs

Health & Well-being

• Group Medical Insurance
• Mental health support for employees and dependents through Lyra Health
• Family planning and women’s health benefits through Carrot
• Gym membership reimbursement and virtual wellness programs (including yoga)

Growth & Development

• Education expense reimbursement
• Leadership development programs
• Certified Payments Professional (CPP) certification support

We believe great performance starts with feeling supported - and we’ve built our benefits with that in mind.

Join our team at Priority Commerce and be part of a dynamic and innovative company that is transforming the financial technology landscape. Together, we can shape the future of payments and banking solutions while providing unmatched value to our clients.