What are the responsibilities and job description for the Customer Support Specialist position at Frame?
Customer Support Specialist
Company Overview:At Frame, we believe every merchant, regardless of segment or category, deserves access to reliable, intuitive, and well-designed payment infrastructure. We build cutting-edge payment APIs that assess risk at the merchant level, offering personalized financial solutions that transform how merchants conduct their business. Join us in creating a fairer and more efficient payments ecosystem.
Position Overview:
We're seeking a Customer Support Specialist with fintech experience and a passion for building exceptional customer experiences to join our growing payments team in a foundational role. As one of our early customer support hires, you'll help shape how we serve our customers while building processes and communication strategies from the ground up. Must be passionate about customer experience and obsess over the details of each interaction. This role combines traditional customer support responsibilities with specialized payments troubleshooting, proactive customer outreach, and process development. You'll be the voice of our customers internally while ensuring they receive world-class support throughout their payment journey.
In this foundational position, you'll need to thrive in ambiguity, proactively solve problems without established playbooks, and create documentation and processes that will scale with our growth.
What you will be doing:Customer Support & Payments
- Guide customers through payment setup, verification processes, and account configurations
- Provide expert-level support for payment-related inquiries including failed transactions, payment disputes, and processing issues
- Investigate and resolve payment delays, reversals, and settlement discrepancies
- Escalate complex payment issues to appropriate technical teams with detailed documentation
Customer Communication & Outreach
- Conduct proactive outreach to customers regarding account status updates, feature releases, or service improvements
- Follow up on support tickets to ensure customer satisfaction and issue resolution
- Educate customers on best practices for payment optimization and account management
Documentation & Process Development
- Create and maintain customer support processes, workflows, and escalation procedures from scratch
- Document customer interactions, payment issues, and resolution strategies in internal systems
- Build comprehensive knowledge base articles and customer-facing documentation as new scenarios arise
- Develop standard operating procedures for common payments scenarios and customer inquiries
Process Improvement & Strategy
- Identify trends in customer issues and provide feedback to product and engineering teams
- Lead process improvement initiatives to enhance customer experience and operational efficiency
- Collaborate with cross-functional teams to streamline customer onboarding and support workflows
- Analyze support data to identify opportunities for self-service solutions and preventive measures
Who we’re looking for:
- 2 years of customer support experience in fintech, payments, or financial services
- Proven ability to work independently and navigate ambiguous situations without established processes
- Strong bias toward action and proactive problem-solving when facing novel customer scenarios
- Experience creating documentation, processes, or customer communication materials in previous roles
- Excellent written and verbal communication skills with ability to explain complex payment concepts clearly
- Strong analytical thinking and attention to detail
- Comfort with rapid iteration and building solutions on the fly
- Ability to work in a fast-paced, regulated financial services environment
- Bonus points if you have a strong understanding of payment processing systems, ACH, wire transfers, and card networks
What We Offer
- Competitive salary and equity package
- Comprehensive health, dental, and vision insurance
- Professional development opportunities in fintech and payments
- Collaborative, remote-friendly work environment
- Opportunity to grow with a scaling fintech company
