Payment Support Specialist - (Remote - US)

We're seeking a Payment Support Specialist to join our Support team under the Operations Department.

About Mediavine

Mediavine is a fast-growing advertising management company representing over 10,000 websites in the food, lifestyle, DIY, and entertainment space. Founded by content creators, for content creators, Mediavine is a Top 20 Comscore property, exclusively reaching over 125 million monthly unique visitors. With best-in-class technology and a commitment to traffic quality and brand safety, we ensure optimal performance for our creators.

Mission & Culture

We are striving to build an inclusive and diverse team of highly talented individuals that reflect the industries we serve and the world we live in. The unique experiences and perspectives of our team members is encouraged and valued. If you are talented, driven, enjoy the pace of a start-up like environment, let's talk!

Position Title & Overview{​{:}

}The Payment Support Specialist is responsible for processing and resolving payment issues for our publisher sites. The ideal candidate will be comfortable explaining payment delays, re-submitting payments and someone who is able to provide excellent service throughout stressful situations. Since this role will be working with publishers who may be dealing with difficult issues, it is important for the Payment Support Specialist to be able to empathize with our Publishers and help de-escalate situations. We're a remote team, so experience with remote work is preferred

.Essential Responsibilities{​{:

• }}Respond to emails on various payment questions via Intercom or Hubspot, as well as assisting other teams with simple payment questio
• nsProcess payments from publisher sit
• esTrack progress and identify issues, such as failed payments and publishers marked as unpayab
• leEscalate issues to Tipalti (our payment partner) and assist in resolving payment issue
• s Reach out to publishers on behalf of Tipalti when further information is neede
• d Support the team by identifying areas of improvement, monitoring and updating outdated information, researching and providing new help articles, e
• tcCollaborate within the team to ensure all daily tasks are complet
• edExpand knowledge of our processes through both training and practical experien
• ceBe available and responsive via Slack during working hou
• rsAvailability to travel on an as needed basis, for our annual All Hands Retreat, Team Retreats/Meetings and/or industry events/conferences (approx. 15
  
  

%)Requiremen

tsLocation{​{

• :}}Applicants must be based in the United Sta
  
  

tesYou Have{​

• {:}}3 years experience providing direct customer service and/or customer supp
• ort Technical support experience, prefe
• rredAbility to troubleshoot in depth, payment questions and escalat
• ionsStrong proficiency with Google Su
• ite Experience with communication platforms like Sl
• ack Experience working with a CRM such as Hub
• spotProficiency working with num
• bersAbility to translate technical explanations into layman's terms providing step-by-step directions that are easy to fo
• llowAbility to collaborate well and work together remotely; keeping in touch when co-working on proj
• ectsExcellent time management skills with the ability to complete tasks efficiently, effectively and consiste
• ntlyProven ability to learn quickly and respond well to feedback, understanding the value of real time coach
• ing Proven perseverance when resolving customer requ
• estsExcellent problem solving and analytical sk
• illsExcellent written and verbal communication sk
• illsStrong attention to detail, taking your time to do things right the first t
• ime Excellent organizational skills with the ability to juggle multiple tasks simultaneo
• uslyA willingness to ask questions with the goal of retained training and broadening your understan
• dingA passion for learning, sharing knowledge and commitment to ongoing performance progr
• ess A strong work ethic, positive attitude and are a dependable team pla
• yer Experience working with bloggers in a related field, a
• plusAvailability to travel on an as needed basis, for our annual All Hands Retreat, Team Retreats/Meetings and/or industry events/conferences (approx.
  
  

15%)Bene

• fits100% rem
• ote Comprehensive benefits including Health, Dental, Vision and 401k m
• atchGenerous paid time
• off Wellness and Home Office Pe
• rks Up to 12 weeks of paid Parental Le
• ave Inclusive Family Forming Benef
• its Professional development opportunit
• ies Travel opportunities for teams, our annual All Hands retreat as well as industry e
  
  

ventMediavine provides equal employment opportunities to applicants and employees. All aspects of employment will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local

law.We strongly encourage minorities and individuals from underrepresented groups in technology to apply for this posit

ion.At Mediavine, base salary is one part of our competitive total compensation and benefits package and is determined using a salary range. Individual compensation varies based on job-related factors, including business needs, experience, level of responsibility and qualifications. The base salary range for this role at the time of posting is $55,000 - $65,000 USD/yr.