Fintech Support Associate

Fintech Support (Associate)

Ready to be a Titan?

We formulate, build, launch, and run new ServiceTitan business lines. The Payments Support team is integral to the success of ServiceTitan’s valued customers, as we enable process improvement through technology integrations with key ServiceTitan partners. We build cutting-edge solutions in Financial Technology (FinTech) to empower contractors to take the next leap forward in streamlining technician interactions with the homeowner. We are looking for talented & passionate future Titans that are entrepreneurial, love technology, and want to help our customers maximize their potential. The Payments Support Specialist is a strategic role at ServiceTitan. A deep understanding of the payments industry is necessary to work with ServiceTitan customers to explain the functionality and support different aspects of ServiceTitan Payments. You will play an integral part in the daily success of our customers.

What You’ll Do:

• Provide day to day support for our customers, including gateway and transactional support, as well as deposit reconciliation

• Serve as point person for existing customers on ServiceTitan Payments, fielding incoming emails and supporting outbound phone calls

• Provide technical support to customers within our software platform, developing expert-level knowledge of payment processing within ServiceTitan

• Collaborate with our payment processors to help mitigate risk for our customers, including reaching out to customers for requested documents and providing invoices as requested on behalf of customers

• Act as our internal payments subject matter expert

• Provide training to new customers once implementation is complete

• Assist customers with questions as they pertain to merchant statements and pricing questions

• Navigate Partner Portals to review client data/make changes, etc. 

What You’ll Bring:

• Minimum of 2+ years total work experience in a client-facing role in the merchant services/payment processing industry

• Strong understanding of payments industry terms (processors, gateways, chargeback, ACH, etc.), economics and client pain points

• Strong communication skills

• Very detail-oriented with strong organizational skills

• Strong understanding of Visa/Mastercard interchange table and costs

• Experience with breaking down credit card merchant statements and doing cost + profitability analysis on them

Be Human With Us:

Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we’re solving. We’re in this together. Come be human, with us. 
Use of AI Technology:

We use technology, including automated and AI-assisted tools, to support certain aspects of our recruitment process. These tools are designed to improve efficiency and enhance the candidate experience. AI tools are not used to make hiring decisions; all hiring decisions are made by our hiring teams.

What We Offer:
When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career:

• Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more.

• Holistic health and wellness benefits: Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to One Medical.

• Support for Titans at all stages of life: Parental leave and support, up to $20k in fertility services (i.e. IUI and IVF), surrogacy, and adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, pet insurance, legal advisory services, financial planning tools, and more.

At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.

ServiceTitan is committed to fair and equitable compensation for all of our employees. We thoughtfully consider a wide range of factors when determining individual compensation.The expected salary range for this role for candidates residing in the United States is between $49,000 USD - $65,500 USD. Compensation for candidates residing outside the United States will vary by location and the specific salary range will be discussed during the hiring process. Actual compensation for an individual may vary depending on skills, performance over time, qualifications, experience, and location. In addition to the base salary, the total compensation package also includes an annual bonus, equity and a holistic suite of benefits.