Why This Job is Featured on The SaaS Jobs
This role sits at the intersection of B2B SaaS and fintech infrastructure, supporting a platform that enables other software companies to embed payments through a PayFac-as-a-Service model. In the SaaS ecosystem, that positioning matters because payments support is rarely just transactional; it often involves navigating product behavior, compliance-adjacent constraints, and downstream impacts on merchants and end users across multiple channels.
For a SaaS career path, the work builds durable operating skills: structured troubleshooting, high-quality ticket handling in tools like Zendesk, and clear documentation that improves future resolution time. The remit also includes spotting patterns in customer issues and feeding them back into process and product improvements, which is a common pathway from frontline support into operations, customer success, or product-facing roles within SaaS businesses.
The role tends to suit professionals who enjoy methodical problem solving and can communicate calmly across phone, email, chat, and SMS while keeping records precise. It also aligns with someone comfortable owning outcomes independently in a remote setup, and who is motivated by learning the mechanics of payment processing and POS-related workflows in a software-led environment.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
We are:
- A growing team made up of innovators, creative minds, extroverts, introverts, and pet lovers who share a common goal: to change the payments landscape for the better with PayFac-as-a-Service.
- A software platform that provides B2B SaaS companies and ISVs with all the benefits of becoming a Payment Facilitator, without the stress, hassle, etc. etc. (you get the deal) to become a Payment Facilitator.
You are:
- Authorized to work in the United States and a resident in a United States time zone
- Comfortable with remote work
Position Summary:
The Payment Services Specialist will handle customer inquiries and provide problem resolution via telephone, email, SMS, and chat, adhering to our service standards. This role involves managing routine calls and inquiries, often requiring deviation from standard procedures. You will address customer inquiries, service needs, and complaints, maintain up-to-date knowledge of our products and services, and provide quality support for payment processing.
Location:
This position is remote. We are not sponsoring visas for this role.
Typical Hours for this Position: You must be flexible to work the hours of 8 a.m. - 5 p.m MST., Monday-Friday, regardless of location. Tilled offers Support team members one half-day off per week on a rotational basis with other team members.
A Day in the Life May Include:
- Responding to customer inquiries via phone, email, chat, SMS, and Slack
- Troubleshooting payment processing and POS-related issues
- Reviewing tickets in Zendesk and following up to ensure timely resolution
- Supporting customer activations and ongoing payment service needs
- Documenting customer interactions and resolutions accurately
- Creating or updating internal knowledge-base articles and FAQs
- Collaborating with Sales, Payments, Customer Success, and Product teams
- Identifying trends, gaps, or opportunities for process and product improvements
- Assisting with ad hoc projects as business needs evolve
What You Have:
- High school diploma or equivalent
- 3+ years of experience in payments or payment-processing customer support
- Experience working in a call center or high-volume support environment
- Strong problem-solving and critical-thinking skills
- Clear, professional written and verbal communication skills
- A customer-first mindset with empathy and patience
- Ability to manage multiple tasks while meeting quality and productivity goals
- Attention to detail and strong documentation habits
- Familiarity with support tools such as Zendesk and collaboration tools like Slack
- Reliability, punctuality, and the ability to work independently
What You May Have:
- Experience supporting POS products or merchant services
- Deeper knowledge of the payments ecosystem (ISOs, processors, acquirers, PayFacs)
- Experience contributing to or maintaining internal knowledge bases
- Exposure to cross-functional collaboration in a fintech or SaaS environment
- Interest in process improvement and operational efficiency
- Comfort adapting to evolving products, tools, and customer needs
What We Have:
- Office space in Boulder, CO
- Remote work environment
- Resources to support remote work
- Generous compensation and benefits
- Transparency that trickles down from the C-Level
- Experts in the payments field that can get you up to speed with PayFac-as-a-Service
Tilled is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
