Senior Customer Support Specialist

🕒 January 28

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Neumo

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏛️ Government

☁️ SaaS

Government • SaaS

Neumo is a leading government automation and cloud software platform that powers transactions and interactions between government agencies and the communities they serve. Neumo offers a unified SaaS platform and specialized products for revenue and tax compliance, payments and revenue management, DMV self-service kiosks, court and justice solutions, land and vital records, ID verification, eSignatures, reporting/analytics, and IT managed services. Trusted by 4,500+ state and local agencies across North America, Neumo processes hundreds of millions of transactions and helps agencies collect and manage public revenue and services.

📋 Description

• Serve as a Tier 2 escalation point for complex customer support cases related to: • Payment processing • Transaction failures, discrepancies, and reversals • Refunds, settlements, and reconciliation issues • Reporting accuracy and financial data validation • Investigate issues across the full transaction lifecycle, including: • Payment initiation • Authorization • Processing • Posting and reporting • Analyze transactional data to identify root causes and provide clear, accurate resolutions • Communicate effectively with customers, internal teams, and stakeholders, ensuring clarity around payment status, timelines, and outcomes • Maintain detailed documentation of cases, findings, and resolutions in the ticketing system (e.g., Service Cloud) • Escalate complex or unresolved issues appropriately, providing full context and data-backed analysis • Contribute to team knowledge by documenting recurring issues, workflows, and best practices related to payments and transactions • Ensure a high standard of professionalism, accuracy, and customer satisfaction at all times • Support system or platform troubleshooting as needed • Perform other duties and assigned

🎯 Requirements

• 6+ years of experience in a related field (customer support, operations, finance, payments, or data-focused roles) • 4+ years of hands-on experience supporting payment processing and transactional systems • Strong experience working with: Payment data, Transaction records, Reporting and reconciliation • Experience working with ticketing systems and structured support environments • Experience supporting custom or proprietary platforms • Experience in public sector, fintech, or regulated environments • Native or near-native English proficiency with strong comprehension and written communication skills

🏖️ Benefits

• Neumo offers a competitive benefits and compensation package