About the Company Named a Forbes Fintech 50, Stronghold’s mission is to improve financial access by powering innovative payment and financial services solutions through our open APIs. We’ve been going deep to lay the underlying rails for modern payments and reach all customers with secure, transparent ways to move money. We are seeking team players who can evolve with the company as we scale and add new products. We are a team of technologists and industry experts who take a data-driven and innovative approach to solving problems. We power possibilities for our customers by bringing the best talent together in an open and collaborative work environment that rewards curiosity and grit. Stronghold is proud of its SF Bay Area and New Zealand roots and strives to build a diverse team to serve our ecosystem better while staying true to our core values. Our core values are to Be Self Aware, Have Good Judgment, Be Curious, Seek Innovation, Excellent Communication, High Impact, Be Bold, Be Selfless, Be Accountable, Be Honest, and Show Grit. About the Role In this mid-level role, you will be responsible for helping all our payment solution merchants (mostly independent and chain retail companies). You will be responsible for solving customer issues while helping drive retention, loyalty, and advocacy among our customers. Additionally, you will help improve processes and create operational excellence. The amount of hours available will be 40 hours per week. The preferred time slot will be 9-5 PM EST. This role reports to the Head of Customer Success What You'll Do

• Take ownership of the current support channels, systems, and processes to ensure current day-to-day operations run smoothly. Current channels are email only.

• Respond to customer requests via email or written communication promptly.

• Ensure the highest standard of customer care is delivered (e.g. response and resolution times, customer satisfaction, and feedback management).

• Draft and improve our customer-facing and internal support documentation.

• Leverage AI tools to maximize the scalability of the support function.

• Capture customer feedback that can be translated into product improvements to reduce volumes on repetitive themes.

• Work cross-functionally with our Enablement, Success Management, Compliance, Engineering, Product, Marketing, and other operations teams to identify opportunities to improve the customer experience.

What we are looking for

• 4-5 years in customer support or similar roles where you help others learn and achieve success with something new through respectful, empathetic, and sometimes persuasive communication.

• A thoughtful, friendly, and concise communication style.

• Exceptional written and verbal English communication skills.

• Technical problem-solving skills using a variety of tools (e.g., Stronghold, Front, Datadog, Retool, Hubspot, analytics, query tools, and ChatGPT (not writing code or scripts)).Naturally act as a calming presence around customers, who occasionally get frustrated.

• Comfortable learning and using multiple systems.

• Natural empathy for the customer while knowing how to balance communication based on the priorities and capabilities of the company.

Details

• Full-time contractor position with 40 hours per weekPlease note this is a temporary position with the possibility of conversion to full-time employeeAbility to work remotely within the US

• Authorized to work in the United States (required)

As an equal opportunity employer, Stronghold does not discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender identity, marital status, religion, national origin, ancestry, age, disability, military or veteran status, genetic information or any other basis protected by applicable federal, state, or local laws.

**Visa sponsorship is not available at this time. Only applicants who do not require sponsorship will be considered.