Customer Support Advocate

Position Purpose

The Customer Support Advocate is the voice of Payvantage for customers who need help. The goal is simple: listen, understand, solve, and follow through.

The Customer Support Advocate serves as a primary point of contact for Payvantage customers, providing knowledgeable, responsive, and solutions-focused support across multiple communication channels. This position is responsible for assisting customers with general account inquiries, payment and pay date changes, online portal and bill pay assistance, phone/device repair inquiries, and other customer support needs.

The ideal candidate is patient, professional, resourceful, and genuinely committed to helping customers resolve issues quickly and effectively. The Customer Support Advocate must be comfortable communicating by phone, chat, SMS, and email while maintaining a high level of accuracy, confidentiality, and customer service.

Requirements

Performance Expectations

The Customer Support Advocate is expected to:

• Provide exceptional customer service during every interaction.
  
• Respond to customer inquiries accurately and within established response-time expectations.
  
• Demonstrate strong attention to detail when processing account and payment-related requests.
  
• Resolve customer issues efficiently and minimize unnecessary transfers or escalations.
  
• Maintain high-quality documentation of customer interactions.
  
• Demonstrate reliability, professionalism, teamwork, and accountability.
  
• Consistently protect customer confidentiality and sensitive information.
  
• Contribute to a positive and customer-focused team environment.
  

Qualifications

Required

• High school diploma or equivalent.
  
• Previous customer service, call center, retail, financial services, telecommunications, or related experience preferred.
  
• Strong verbal and written communication skills.
  
• Strong computer and technology skills.
  
• Ability to navigate multiple systems and applications while assisting customers.
  
• Ability to manage multiple customer requests and priorities in a fast-paced environment.
  
• Strong attention to detail and accuracy.
  
• Ability to remain calm and professional when dealing with challenging situations.
  

Preferred

• Experience working in a financial services, fintech, telecommunications, or payment-related environment.
  
• Experience providing customer support through chat, SMS, and email.
  
• Experience with CRM, ticketing, customer account management, or call center platforms.
  
• Bilingual English/Spanish communication skills are a plus.
  

Core Competencies

• Customer Focus – Demonstrates genuine interest in helping customers and resolving concerns.
  
• Communication – Communicates clearly, professionally, and effectively across multiple channels.
  
• Problem Solving – Identifies the root of an issue and determines the appropriate solution or escalation.
  
• Attention to Detail – Processes account and payment information accurately.
  
• Technology Proficiency – Quickly learns and navigates multiple systems and platforms.
  
• Accountability – Takes ownership of customer issues and follows through to resolution.
  
• Adaptability – Adjusts effectively to changing priorities, procedures, and customer needs.
  
• Teamwork – Collaborates effectively with coworkers and other departments.
  
• Professionalism – Represents Payvantage positively in every customer interaction.
  

Physical & Work Environment

This position is primarily performed in an office/call-center environment and requires extended periods of computer use, telephone communication, and interaction with customers through digital communication platforms.

The employee may be required to sit for extended periods, use a computer and telephone regularly, and maintain productivity in a fast-paced customer support environment.

Equal Employment Opportunity

Payvantage is an equal opportunity employer. Employment decisions are based on qualifications, merit, business needs, and other legitimate factors without regard to legally protected characteristics.

Benefits

Start earning $14.00–$17.00 per hour, plus the opportunity to earn monthly performance bonuses on top of your base pay. At Payvantage, we also offer a full benefits package including health, dental, and vision insurance, employee discounts, flexible scheduling, and paid time off-so you can feel supported both at work and beyond.

Payvantage is an Equal Opportunity Employer.