Customer Support and Success Specialist at BlytzPay – Draper, Utah

About BlytzPay

BlytzPay is a fintech company specializing in payment services that help businesses grow. With a focus on providing seamless transaction experiences for both businesses and consumers, BlytzPay has emerged as a transformative force in the payments industry. Our commitment to delivering unparalleled value, efficiency, and security sets us apart as a trusted partner for businesses of all sizes.

www.blytzpay.com

We are seeking a versatile and proactive Customer Success & Support Specialist to join our team. This hybrid role bridges the gap between high-touch relationship management and technical problem-solving. You will serve as the primary point of contact for our customers, ensuring they achieve their desired outcomes while providing efficient, high-quality technical support. The ideal candidate is a strategic thinker who can navigate complex customer relationships and a technical troubleshooter who can resolve immediate issues with empathy and precision

• Trusted Advisor: Develop and maintain strong, long-term relationships with customers, acting as a strategic partner to align product capabilities with their business goals.
• Proactive Engagement: Foster customer health through regular check-ins, proactive communication, and performance monitoring to identify trends and reduce churn.
• Customer Advocacy: Act as the voice of the customer within the organization, providing feedback to internal teams to influence the product roadmap and service improvements.

• Omnichannel Support: Respond to inquiries via phone, email, and chat, providing timely and professional assistance with product information and troubleshooting.
• Incident Management: Manage the end-to-end escalation process in Jira and HubSpot, ensuring complex issues are routed to the correct departments and tracked through to resolution.
• Documentation: Create and maintain internal troubleshooting guides and Knowledge Base articles to standardize workflows and improve team efficiency.

• Education: Lead training sessions, webinars, and workshops for customers on product features and best practices.
• Internal Leadership: Lead training flow sessions for new hires and conduct periodic refresher training for the team on new product releases or system outage processes.
• Data-Driven Insights: Regularly review support KPIs and health metrics to identify gaps in documentation or training needs based on common merchant pain points.

Qualifications

• Education: Bachelor’s degree in Business, Communications, or a related field preferred.
• Experience: Proven experience in Customer Success, Account Management, or a Technical Support role.
• Technical Proficiency: Strong experience using HubSpot and Jira (or similar CRM/Ticketing systems).
• Communication: Exceptional verbal and written communication skills with the ability to handle challenging situations calmly.
• Location: Must be located in the Salt Lake City, UT region and able to travel into the office.

• Problem-Solving: A "customer-first" mindset with the ability to troubleshoot technical issues and think strategically about long-term solutions.
• Analytical Skills: Ability to interpret customer usage data and health metrics effectively.
• Organization: Strong multitasking skills with the ability to manage a diverse workload in a fast-paced environment.
• Soft Skills: High levels of empathy, patience, and the ability to present effectively to groups.

• Standard support hours are between 6:00 AM – 6:00 PM, Monday through Saturday; flexibility may be required based on business needs.