About hirequest
Welcome to hirequest, a global pioneer in payment solutions and technology. With more than 259 billion transactions processed annually across 200+ countries, hirequest is the backbone of commerce for consumers, merchants, financial institutions, and governments worldwide. Our mission is simple yet powerful: to connect the world through the most innovative, convenient, reliable, and secure payments network. We empower businesses to thrive, individuals to transact with confidence, and economies to grow—all while staying true to a single purpose—uplifting everyone, everywhere.
At hirequest, we believe that technology should serve people, not the other way around. That’s why we invest heavily in research, talent, and culture. Our teams are diverse, collaborative, and driven by curiosity. Whether you’re a seasoned professional or just starting your career, hirequest offers a dynamic environment where you can learn, innovate, and make a real impact.
Position Overview
We’re looking for a Senior Customer Service Representative to join our remote, graveyard shift team. In this role, you’ll be the first line of support for internal and external clients, ensuring that payment processing, verification systems, and service configurations run smoothly. You’ll handle inquiries ranging from basic to moderate complexity, troubleshoot issues, and collaborate across departments to deliver exceptional service.
Key details:
- Shift: Graveyard (12 am – 9 am)
- Schedule: Friday – Tuesday
- Location: Remote (must have a stable internet connection and a dedicated workspace)
- Travel: 5–10% (occasionally required for on-site support or team events)
Key Responsibilities
- Set up, deactivate, maintain, and manage all service configurations for new and existing clients.
- Research, track, and communicate issues identified through internal alerts related to verification services, transaction declines, intelligence suite processing, and connectivity.
- Respond promptly to inquiries from merchants, partners, and payment processors, ensuring SLA compliance and exceeding client expectations.
- Monitor imports and service outages via the observability platform, and take proactive steps to mitigate impact.
- Accurately assign tickets to the Client Support Queue and prioritize based on severity and business impact.
- Escalate complex issues to the Manager of Client Support or Senior Client Support Specialist, providing clear context and suggested next steps.
- Troubleshoot problems reported by clients, collaborating with engineering, product, and operations teams to resolve root causes.
- Create and distribute client communications, including maintenance notifications, incident reports, and status updates, ensuring all communications are approved and consistent with brand guidelines.
- Participate in on-call rotations and occasional after-hours support as needed.
- Contribute to continuous improvement initiatives, sharing insights and best practices to enhance support processes.
- Perform additional duties as assigned to support team objectives and organizational goals.
Essential Qualifications
- High School diploma or equivalent, or relevant work experience.
- Strong written, oral, and interpersonal communication skills.
- Excellent problem‑solving and analytical abilities.
- Proven time and project management skills, with the ability to juggle multiple priorities in a fast‑paced environment.
- Experience de‑escalating challenging situations while maintaining a calm, professional demeanor.
- Ability to work collaboratively in a team setting and independently when required.
- Strong customer orientation and a passion for delivering a positive onboarding experience.
- Availability to work the graveyard shift (12 am – 9 am) from Friday to Tuesday.
- Willingness to take on occasional on‑call responsibilities.
- Stable internet connection and a suitable remote work environment.
- Ability to sit at a desk for extended periods (typically 8 hours per shift).
Preferred Qualifications
- 2+ years of professional experience in customer service or client support.
- 2–5 years of experience in fintech, B2B, or digital solutions suites.
- Hands‑on experience with payment processing, service configurations, and client onboarding.
- Experience conducting welcome calls and guiding new clients through the onboarding journey.
- Familiarity with API integrations and implementation processes.
- Experience using observability platforms and monitoring tools.
Technical Skills
- Proficiency in Microsoft Excel (formulas, pivot tables, data analysis).
- Comfortable with the full MS Office Suite (Word, PowerPoint, Outlook).
- Basic understanding of API integration concepts.
- Experience with monitoring and observability tools (e.g., Datadog, New Relic, Splunk) is a plus.
Soft Skills & Competencies
- Communication: Clear, concise, and empathetic in all interactions.
- Analytical Thinking: Ability to dissect complex issues and propose actionable solutions.
- Adaptability: Thrive in a dynamic environment with shifting priorities.
- Collaboration: Work effectively across cross‑functional teams.
- Customer‑Centric Mindset: Prioritize client satisfaction and long‑term relationships.
- Resilience: Maintain composure under pressure and handle high‑volume periods.
Work Environment & Culture at hirequest
Although this is a remote role, hirequest fosters a strong sense of community. We hold regular virtual town halls, team‑building activities, and knowledge‑sharing sessions. Our culture is built on transparency, continuous learning, and mutual respect. You’ll have access to:
- Weekly “Ask Me Anything” sessions with senior leaders.
- Monthly hackathons and innovation challenges.
- Mentorship programs pairing new hires with experienced teammates.
- Access to an extensive learning library covering technical, soft‑skill, and industry‑specific topics.
- Inclusive events celebrating cultural diversity and global holidays.
Compensation, Perks, and Benefits
While the exact salary range for this role is $49,700–$59,300 USD per year (with potential incentive payments), hirequest offers a comprehensive benefits package designed to support your well‑being and professional growth:
- Competitive base salary and performance‑based bonuses.
- Equity opportunities for eligible employees.
- Health, dental, and vision insurance plans.
- 401(k) retirement plan with company match.
- Flexible spending accounts (FSA/HSA) for medical and dependent care.
- Life and disability insurance.
- Generous paid time off (PTO) and paid holidays.
- Wellness program including gym reimbursements, mental health resources, and mindfulness sessions.
- Remote‑work stipend to set up an ergonomic home office.
Career Growth & Development
At hirequest, your career trajectory is shaped by your ambition and performance. As a Senior Customer Service Representative, you’ll have clear pathways to:
- Lead a support team or become a Subject Matter Expert (SME) in payment processing.
- Transition into product management, engineering, or operations roles.
- Take on project leadership for cross‑functional initiatives.
- Earn certifications in payment technologies, customer experience, or project management.
- Participate in leadership development programs and executive shadowing.
How to Apply
Ready to join hirequest and help shape the future of global payments? Click the link below to submit your application. We’re excited to learn how your skills and passion align with our mission.
Apply Now – Senior Customer Service Representative
Why hirequest?
When you join hirequest, you’re not just taking a job—you’re becoming part of a movement that empowers billions of transactions every day. You’ll work with cutting‑edge technology, collaborate with talented professionals from around the world, and enjoy a culture that values innovation, diversity, and personal growth. If you’re ready to make a tangible impact in a purpose‑driven industry, hirequest is the place for you.
We look forward to receiving your application and exploring how you can contribute to our mission of connecting the world through secure, reliable, and innovative payments.
Apply for this job