About Relay Payments

Relay Payments is building a modern digital payment network to revolutionize the trucking and logistics industries. Trusted by more than 400,000 drivers, 100,000 carriers, and 2,000 truck stops nationwide, Relay has brought efficiency and automation to an industry historically reliant on cash, checks, and cards. Relay has joined forces with industry leaders like Pilot Company, Maverik, Schneider, Coyote Logistics, Lineage Logistics, and others to provide secure, reliable over-the-road transactions. Founded in 2019, our Atlanta-based fintech includes more than 150 team members and has won awards for product innovation, customer service, and organizational culture. We are a proud sponsor of NASCAR and William Byron from Hendrick Motorsports for 2024. For more information about Relay, visit relaypayments.com.

About The Role

Serving as an ambassador for the Relay Payments brand, our Lead Customer Service Associates ensure excellent customer service standards and maintain high customer satisfaction through their own work and through the work of their teams. As a first tier liaison between customers and companies, the Relay Customer Service team communicates via phone and email to assist with complaints, errors, account questions, payment processing, refunds, and other inquiries.

• Professionally answer inbound calls and emails from customers that require assistance with any of Relay’s product offerings.
• Proactively conduct outbound calls to customers that reported negative experiences on our product to research and provide product feedback to internal stakeholders.
• Solve issues reported by Relay’s partners and communicate the resolution back to the appropriate stakeholders.
• Lead all shifts, coordinate coverage in case of call out/PTO, and resolve issues that require escalation to Level 2 support.
• Communicate feedback from customers to internal stakeholders to improve Relay’s product offerings.
• Review and record important/confidential customer information, such as payment info, address, phone numbers, etc.
• Review performance and coach Customer Service Associates on providing excellent customer support.
• Resolve product or service issues by listening to the customer, empathizing with and apologizing for the issue, reacting by resolving or escalating the issue, and notifying both internal and external stakeholders (through product feedback, escalating product issue, etc).
• This role works Monday through Friday on a hybrid schedule - in-office 3 days per week (Monday, Tuesday, and Thursday).

About You

• Requires 2 year of customer service, support, or call center experience
• Preferably 1 years of lead experience in a customer service, support, or call center organization
• Extensive verbal communication is required for customer interaction
• Excellent email and written communication skills are required for customer interaction
• Passion and willingness to learn support newly launched product offerings
• Ability to develop relationships and work closely at all levels of an organization
• Ability to provide coaching and feedback to team members to continually improve the support experience

Our Core Values

• Invent the Future - We embrace the spirit of invention, the idea that there’s always a better way. Together we dream big, fail fast, drive forward, and find creative solutions where others see roadblocks. We prize grit, resilience and speed as we work to transform our industry and to move it into the future.
• Own the Work -Our work is a source of personal pride and fulfillment. We’re here because we relish a challenge and enjoy the exercise of proactively identifying and solving problems. We understand the power of accountability and are in constant pursuit of “more and better” for our customers, our partners and ourselves.
• We’re in it Together - We’re all in, committed to, and driven by our shared ambition and vision; we understand that alignment and collaboration are imperative. We set aside our ego to actively sync with one another, becoming greater than the sum of our parts. We are consistently open and generous with information, clear, concise and direct in our communication.

Why Relay Payments

• This is a game-changing chance to join one of Atlanta’s best-funded, most well-positioned fintech start-ups.
• We are generously sharing equity in the company - everyone’s an owner!
• We invest in your future with our 401K match program and dedicated personal/professional development funds. 
• Do what’s best for your mental, physical and emotional health with our “Be Reasonable” PTO policy.
• We offer competitive benefits including medical, dental and vision insurance.
• And lots, lots more!

Relay Payments is an equal opportunity employer. At Relay Payments, we make all employment decisions, which include hiring, promoting, transferring, demoting, evaluating, compensating and separating, without regard to sex, sexual orientation, gender identity, race, color, religion, age, national origin, pregnancy, citizenship, disability, service in the uniform services, or any other classification protected by federal, state or local law.