Job Description

Support Agent

BetterCharge is redefining how the world handles failed payments. We help merchants recover revenue lost to declined card transactions—intelligently and automatically.

As a Support Agent, you'll be the front line of communication with our partners and merchants. You'll troubleshoot issues, explain product behavior, and make sure users feel supported and heard. This role requires strong attention to detail, clear communication, and a solid technical understanding of how our platform works. You'll work closely with product and engineering to surface feedback, identify bugs, and help shape a better support experience as we grow.

Job Responsibilities

• Respond to support requests from partners and merchants via email or ticketing system
• Troubleshoot technical issues and coordinate with engineering as needed
• Document and maintain internal support resources and knowledge base
• Flag recurring issues, bugs, and product feedback to the appropriate teams
• Help design and improve support processes and automations
• Ensure a friendly, helpful, and professional tone in all interactions
• Track support metrics and contribute to SLAs and service quality

Job Requirements

• 2+ years of experience in technical support, customer service, or similar
• Excellent written communication and troubleshooting skills
• Basic understanding of APIs, payment flows, or SaaS tools
• Comfort navigating ticketing systems like Zendesk, Intercom, or Freshdesk
• Highly organized and detail-oriented
• Self-starter with a service-first mindset and ability to work independently
• Bonus: experience in fintech, payments, or working with B2B partners

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