Customer Service Specialist

About Boost Payment Solutions

Boost Payment Solutions enhances the effectiveness and acceptance of commercial cards through innovative proprietary technology. Serving thousands of companies worldwide, Boost transforms commercial card payments into a cost-efficient, scalable, and secure substitute for traditional payment methods. The company focuses exclusively on the B2B fintech market and is headquartered in New York City.

Role Overview

The Customer Service Specialist operates as the frontline contact for Boost customers, delivering outstanding service and support. This position, part of the Client Management Team's customer service segment, handles inquiries through phone and email, resolves issues, and updates customer information across internal systems. The Specialist also collaborates in onboarding new clients on payment platforms and maintaining current configurations, involving close work with diverse internal teams such as Operations, Sales, Compliance, Product, and Technology.

Key Responsibilities

• Serve as the primary contact point for customer queries via email, phone, and internal platforms.
• Investigate and resolve issues regarding payments, invoices, remittances, account setups, and platform usage.
• Use internal data systems to identify root causes of problems.
• Document customer interactions and solutions clearly within Salesforce and other tools.
• Communicate updates and solutions professionally and empathetically to clients.
• Collaborate across internal teams to escalate and handle complex cases.
• Spot trends and suggest improvements for processes and systems.
• Contribute to client retention by resolving concerns effectively.
• Educate customers on Boost's payment workflows and best practices.
• Maintain data quality in Salesforce and related systems.
• Work alongside Onboarding Specialists to facilitate new client implementations.
• Manage data collection and validation during onboarding phases.
• Address onboarding-related customer questions throughout setup stages.

Candidate Profile

• Minimum four years in customer service or client support, preferably within fintech, payments, or SaaS sectors.
• Additional two years experience in client onboarding is advantageous.
• Proficiency in CRM/ticketing systems, with Salesforce preferred.
• Solid skills in Microsoft Excel and Salesforce.
• Knowledge of SQL or database querying is a plus.
• Experience with AI tools for workflow enhancement is beneficial.
• Excellent verbal and written communication capabilities.
• Aptitude for managing customer communications professionally via email and call.
• Strong analytical skills to solve issues and handle difficult situations.
• Exceptional attention to detail and organizational ability.
• Effective time management and ability to prioritize tasks.
• Collaborative with a proactive mindset and adaptability in a dynamic environment.
• Bachelor’s degree required.

Additional Considerations

• Experience interfacing with Accounts Payable/Receivable, Finance, or Collections departments.
• Background in financial institutions or merchant processing is beneficial.

Success Indicators

• Clients feel well-supported, informed, and assured through their interactions.
• Timely and accurate problem resolution with thorough documentation.
• High regard from internal teams for consistent reliability, clear communication, and meticulous attention to detail.
• Proactive contributions toward enhancing customer experience and optimizing workflows.

Work Environment & Compensation

This full-time role is based onsite in New York City, with an expectation to work three or more days per week at the office. The salary range is between $65,000 and $75,000 annually.