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 questions
• Process payments from publisher sites
• Track progress and identify issues, such as failed payments and publishers marked as unpayable
• Escalate issues to Tipalti (our payment partner) and assist in resolving payment issues 
• Reach out to publishers on behalf of Tipalti when further information is needed 
• Support the team by identifying areas of improvement, monitoring and updating outdated information, researching and providing new help articles, etc.
• Collaborate within the team to ensure all daily tasks are completed
• Expand knowledge of our processes through both training and practical experience
• Be available and responsive via Slack during working hours
• Availability to travel on an as needed basis, for our annual All Hands Retreat, Team Retreats/Meetings and/or industry events/conferences (approx. 15%)

Location: 

• Applicants must be based in the United States

You Have:

• 3+ years experience providing direct customer service and/or customer support 
• Technical support experience, preferred
• Ability to troubleshoot in depth, payment questions and escalations
• Strong proficiency with Google Suite 
• Experience with communication platforms like Slack 
• Experience working with a CRM such as Hubspot
• Proficiency working with numbers
• Ability to translate technical explanations into layman's terms providing step-by-step directions that are easy to follow
• Ability to collaborate well and work together remotely; keeping in touch when co-working on projects
• Excellent time management skills with the ability to complete tasks efficiently, effectively and consistently
• Proven ability to learn quickly and respond well to feedback, understanding the value of real time coaching 
• Proven perseverance when resolving customer requests
• Excellent problem solving and analytical skills
• Excellent written and verbal communication skills
• Strong attention to detail, taking your time to do things right the first time 
• Excellent organizational skills with the ability to juggle multiple tasks simultaneously
• A willingness to ask questions with the goal of retained training and broadening your understanding
• A passion for learning, sharing knowledge and commitment to ongoing performance progress 
• A strong work ethic, positive attitude and are a dependable team player 
• Experience working with bloggers in a related field, a plus
• Availability to travel on an as needed basis, for our annual All Hands Retreat, Team Retreats/Meetings and/or industry events/conferences (approx. 15%)

• 100% remote 
• Comprehensive benefits including Health, Dental, Vision and 401k match
• Generous paid time off 
• Wellness and Home Office Perks 
• Up to 12 weeks of paid Parental Leave 
• Inclusive Family Forming Benefits 
• Professional development opportunities 
• Travel opportunities for teams, our annual All Hands retreat as well as industry event

Mediavine 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 position.

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.