Customer Service Specialist

ABOUT BOOST

Boost Payment Solutions optimizes the use and acceptance of commercial cards through its suite of proprietary technology-enabled solutions. Boost has reinvented how commercial card payments are initiated, accepted, and processed for thousands of companies around world. As the only fintech acquirer exclusively focused on the B2B market, Boost is making commercial cards a cost effective, scalable, and secure alternative to traditional and cumbersome payment methods. Boost features a global footprint and is headquartered in New York City.

The Client Management team at Boost is responsible for all aspects of customer onboarding and maintenance, as well as servicing all customer issues and inquiries. Specialists often work across the two sides of the team, in order to gain a depth of understanding into our business and provide support where it's most needed.

Job Summary

The Customer Service Specialist is a client‑facing role primarily responsible for delivering exceptional service and support to Boost customers. This role serves as a trusted first point of contact for inbound client inquiries, issues, and requests, ensuring timely resolution and a high‑quality customer experience. As a member of the Client Management Team, the Specialist will have a variety of daily tasks including reviewing inbound email and phone calls, working directly with clients to answer questions and/or address complaints, and updating Boost and partner systems to reflect changes to customer information.

In addition to servicing existing customers, the role will secondarily support client onboarding activities, partnering closely with members of the broader Client Management team to help set up new customers on various payment-related platforms (both Boost-proprietary and partner platforms) or update existing customer configurations.

This person will work closely with all internal Boost teams (including Operations, Sales, Compliance, Product, and Technology) to ensure existing and new processes are maintained at expected levels of service.

The Customer Service Specialist position can be complex, with a wide range of nuance and shifting priorities. In addition, the role requires strong attention to detail, good communication skills (both written and verbal), and the ability to work independently as well as collaboratively. This position is ideal for someone who enjoys solving problems, communicating clearly with customers, and working collaboratively across internal teams in a fast‑paced fintech environment.

Duties and Responsibilities

• Act as the primary point of contact for customer inquiries via email, support calls, and internal case channels.

• Investigate and resolve customer issues related to payments and funding, invoice data, remittance details and reports, account setup, and platform usage.

• Utilize internal systems and data sources to research issues and identify root causes.

• Clearly document customer inquiries, actions taken, and resolutions in Salesforce and other internal tools.

• Communicate updates and resolutions to customers in a professional, timely, and empathetic manner.

• Collaborate and coordinate with internal teams (Operations, Technology, Compliance, Product, and Client Management) to escalate and resolve more complex issues.

• Proactively identify trends, recurring issues, and opportunities for process or system improvements.

• Support client retention efforts by ensuring concerns are addressed efficiently and accurately.

• Help customers understand Boost's payment process flow and best practices when appropriate.

• Assist in maintaining the quality of information/data stored in Salesforce and other Boost systems.

• Partner with Onboarding Specialists to support new customer implementations.

• Assist with collecting, validating, and entering onboarding data across internal systems, including Salesforce, to facilitate the onboarding process.

• Respond to onboarding‑related questions from new customers as they progress through setup and activation.

Qualifications

• 4+ years of Customer Service or Client Support experience, ideally in fintech, payments, or SaaS
• 2+ years of Client Onboarding experience a plus
• Experience working with CRM or ticketing systems (Salesforce preferred)
• Strong working knowledge of Microsoft Excel and Salesforce
• SQL or database experience a plus
• Strong verbal and written communication skills for both internal and external communication
• Comfortable handling of customer communications via email and phone in a professional, customer‑centric manner
• Strong problem‑solving skills and ability to navigate and de-escalate challenging situations
• Detail‑oriented with strong organizational and documentation skills
• Ability to manage time effectively, set priorities and meet deadlines, while maintaining accuracy and responsiveness
• Collaborative mindset with the ability to work effectively across teams
• Desire and ability to work in a small company environment
• Ability to be flexible within a diverse position
• Strong teamwork skills
• Open minded and takes initiative
• Bachelor's degree

Additional Qualifications to be Considered

• Experience working in or with AP, AR, Finance, or Collections departments.
• Experience working with financial institutions or merchant processing.
• Experience working with AI tools

What Success Looks Like in This Role

• Customers feel supported, informed, and confident working with Boost.
• Issues are resolved efficiently, accurately, and documented consistently.
• Internal teams value your reliability, communication, and attention to detail.
• You actively contribute to improving customer experience and internal workflows.
• New customers experience a smooth onboarding process with minimal friction.

Job Type: Full-time

Hybrid Work Environment: The position is expected to work in our NYC office 3 days per week.