Customer Support Associate

About Us

People around the globe just don’t carry cash anymore. With no current digital alternative for quick impulse donations and small-denomination cash transactions, tiptap created a simple acceptance device for a cashless economy.

We seek a highly skilled, empathetic, and self-motivated individual to join our team as a Customer Support Associate. If you thrive in a fast-paced environment and are committed to delivering exceptional customer experiences, we would love to hear from you.

The Role

At tiptap, the customer experience is at the heart of everything we do. As a Customer Support Associate, you will serve as a primary point of contact for our customers across email, phone, and web channels. You will educate clients, guide setup and onboarding, troubleshoot technical challenges, manage tickets, and ensure a smooth, effortless journey. You will work closely with internal teams such as Product, Tech Support, Operations, Sales and Finance to coordinate resolutions, analyze support trends, and continuously improve overall service quality.

This will be a full-time in-office role based out of our Burlington office (Monday to Friday, 9:00 AM – 5:00 PM EST, with occasional evening and weekend requirements).

Roles and responsibilities

• Serve as the primary point of contact for customer inquiries via phone, email, and live chat, delivering friendly, prompt, and supportive service.
• Guide customers through products, features, and web dashboards, sharing best practices and optimizing customer setup and adoption.
• Log, manage, and troubleshoot incoming issues using our ticketing system and internal dashboard, coordinating with cross-functional teams (Tech, Operations, Finance, Sales) for efficient resolution.
• Analyze customer feedback, ticketing data, and ERP reports (NetSuite) to identify trends, highlight process improvements, and proactively address recurring issues.
• Contribute to customer education resources including FAQs, tutorials, and support documentation to empower client self-service.

Required skills and qualifications

• 1-3 years of demonstrable experience in a customer-facing support or customer success role.
• Minimum of a College Diploma or relevant Bachelor's degree in Business, Communications, or a related field.
• Excellent written and verbal communication skills, with an emphasis on clarity, active listening, and empathy.
• Experience with web technologies, ticketing systems, and customer support platforms.
• Working knowledge of tools and platforms such as Google Workspace (G-Suite), ERP systems (NetSuite), telephony tools (Aircall), and CRM software (HubSpot).
• Strong analytical, problem-solving, and organizational skills with high attention to detail.
• Ability to multi-task, manage workload prioritization, and adapt quickly in a fast-paced fintech environment.
• Strong interpersonal skills with the ability to collaborate effectively across cross-functional teams.
• Ability to learn quickly and adapt if any of the listed technical skills or tools are not currently present.

Nice to have skills

• Fluency in French (Bilingual French/English oral and written skills) is a strong asset.
• Prior experience working with payment systems, point-of-sale hardware, or transaction processing.
• Experience with customer dashboard navigation and client onboarding workflows.
• Familiarity with customer service analytics, reporting tools, and SLA tracking.

Forward your resume to careers@tiptappay.com