Customer Success Specialist

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.