Customer Success Specialist

Job Description

CardChamp is a fast-growing payments technology company based in Pittsburgh, PA. We help businesses accept credit cards through a variety of software and point-of-sale systems. We are looking for a Customer Success Specialist to join our growing team and play a key role in supporting both our customers and our partner network.

This role blends inbound support and outbound customer success, working closely with many of the same functions as our Team Support Specialist role while also taking a proactive approach to customer engagement. The ideal candidate is an excellent communicator, highly organized, and confident in building relationships with customers. This person will help guide customers through onboarding, answer questions, provide ongoing support, and proactively introduce and encourage adoption of CardChamp’s new referral program.

Position Summary

The Customer Success Specialist will serve as a key point of contact for CardChamp’s customers and sales partners. This individual will handle inbound customer and partner support needs while also leading outbound touchpoints designed to strengthen customer relationships, improve customer experience, and promote participation in our referral program.

This is an ideal opportunity for someone who enjoys helping people, communicating clearly, and identifying ways to create value for customers. The right person will be comfortable making recommendations, including encouraging clients to implement CardChamp’s referral program as part of their overall experience with us. This role is well suited for someone who thrives in a fast-paced, growth-focused environment and wants to make a meaningful impact within a growing company.

Key Responsibilities

Provide inbound support to customers and sales partners by phone, email, and electronic messaging

Assist customers with onboarding, training, and general account support

Answer customer questions related to funding, hardware, PCI compliance, billing, account changes, and use of CardChamp platforms

Act as a liaison between customers and technical support when needed

Support sales partners with questions related to forms, equipment pricing, onboarding, and current customer needs

Follow up with newly activated customers to ensure a smooth transition and positive experience

Proactively reach out to customers to strengthen relationships and improve engagement

Introduce, explain, and recommend adoption of CardChamp’s referral program to customers

Help launch and support CardChamp’s new referral program through customer outreach and education

Gather customer feedback and identify opportunities to improve customer satisfaction and retention

Update company systems and records with accurate customer information

Collaborate with internal teams to ensure an excellent customer experience across the organization

What We’re Looking For

Excellent verbal and written communication skills

Strong customer service and interpersonal skills

Confidence speaking with customers and partners by phone and email

Comfortable making proactive outbound outreach

Comfortable recommending solutions and encouraging customers to participate in CardChamp’s referral program

Strong attention to detail and organizational skills

Ability to manage multiple priorities in a fast-paced environment

Problem-solving mindset with a positive, professional attitude

Self-motivated with a desire to grow within the company

Experience in customer success, customer support, account management, sales support, marketing, operations, or business development is a plus but not required

Familiarity with Microsoft Word, Excel, Google Drive, and Google Docs is a plus

Qualifications

High School diploma required

Bachelor’s degree preferred

Experience in a business-to-business environment is a plus, but not required

Background or interest in marketing, operations, sales, or business development is a strong plus

Schedule and Location

Full-time

Monday through Friday, 9:00 AM – 5:00 PM

Hybrid schedule available after initial training is completed:

2 days work from home

3 days in office

Office location:

900 Parish Street, 2nd Floor

Pittsburgh, PA 15220

Compensation and Benefits

Base salary: $50,000 – $57,000 per year

Health, dental, and vision insurance

Company-matching 401(k)

Paid time off

Flexible schedule

Hybrid work opportunity

Strong company culture where your work makes a real impact

Opportunity for growth in position and compensation as additional skills are developed in marketing, business development, operations, or management

Why CardChamp?

At CardChamp, you will have the opportunity to grow with a company where your contributions matter. We are performance-driven, growth-focused, and passionate about helping our clients, partners, and teammates succeed. If you are a strong communicator who enjoys helping customers and building relationships, we would love to hear from you.

Equal Employment Opportunity

CardChamp provides equal employment opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law.

Full-time

Hybrid remote