About the job
Why Join Housecall Pro?
At Housecall Pro, we are dedicated to creating solutions that enhance the lives of home service professionals across America. Every day, we strive to make a meaningful impact on the 100 million homes we serve, helping our Pro partners streamline their operations and grow their businesses. Our mission is to empower these professionals so they can spend more time with their families and enjoy a fulfilling life.
With our headquarters in Denver, Colorado, we have a diverse team spread across the globe, including members from Brazil, Poland, the Philippines, Mexico, and beyond. We prioritize the success of our customers and cultivate a culture of growth and innovation, ensuring that our employees and Pro partners thrive together, regardless of their location. Our leadership is committed to fostering career development while our teams focus on delivering exceptional solutions for our Pros.
We also offer:
- Generous paid holidays and flexible time off
- An innovative culture that values ideas from every team member
Role Overview:
As a Payment Support Specialist, you will serve as the primary point of contact for our service professionals regarding all payment-related inquiries. Your excellent communication skills will be essential as you engage in challenging conversations with our Pros. You will listen actively, build rapport, and convey complex information in a clear and concise manner. Your role involves investigating high-risk accounts and transactions while troubleshooting any technical errors. By acting as a direct liaison to our Pros, you will share valuable feedback with our risk, product, engineering, and customer success teams to drive their success.
Our team is passionate, empathetic, and dedicated to improving the lives of our Pros. Their success is our success.
Daily Responsibilities:
- Act as the point of contact for customers through written and verbal communication regarding payment issues such as lending, account takeovers, debt collection, account reconciliation, and high-risk transactions.
- Assist Pros in securing their accounts and provide best practices for maintaining account security.
- Interpret and assist with the reconciliation of merchant services account ledgers.
- Troubleshoot issues and offer assistance to a wide range of customers.
- Provide Pros with best practices on chargeback prevention and mitigation, including support for chargeback evidence collection and submission.

