Job Overview
Location
US - Remote
Job Type
Full-time
Category
Customer Support
Date Posted
March 27, 2026
Full Job Description
đź“‹ Description
- • As a Product Specialist - Tier 1 at WEX Inc., you will serve as the primary point of contact for customers, delivering exceptional support through phone, email, and chat to resolve inquiries, educate users, and ensure satisfaction while embodying the company’s core values in every interaction.
- • You will play a critical role in maintaining high service standards by managing multi-system workflows, troubleshooting issues efficiently, and guiding customers toward optimal solutions—directly impacting customer retention and brand loyalty in a fast-paced, remote-first environment.
- • What the person will do day to day:
- • Answer incoming customer calls with professionalism and empathy, actively listening to understand needs and providing accurate, timely responses to questions about products, services, and account management.
- • Respond to customer emails and chat inquiries within established service level agreements, ensuring clear, grammatically correct, and helpful written communication that resolves issues on first contact when possible.
- • Assist participants by diagnosing problems, offering step-by-step guidance, and educating them on underutilized features or alternative solutions that better fit their use case.
- • Customize each interaction based on the customer’s technical proficiency, emotional state, and specific situation, adapting tone and approach to build trust and rapport.
- • Navigate and operate up to 10 internal systems simultaneously during customer interactions, including CRM platforms, ticketing tools, and product dashboards, to retrieve information and update records in real time.
- • Meet or exceed monthly performance metrics including average handle time, first-contact resolution rate, customer satisfaction (CSAT) scores, and quality assurance benchmarks.
- • Influence customers toward mutually beneficial outcomes by recommending appropriate product upgrades, service adjustments, or self-service options that align with both customer needs and business goals.
- • Document all interactions thoroughly in the ticketing system, ensuring accurate tracking, follow-up actions, and knowledge base contributions for team reference.
- • Continuously learn and internalize product updates, policy changes, and procedural improvements through training modules and team huddles to maintain subject-matter expertise.
- • Demonstrate WEX’s Core Values—Integrity, Innovation, Customer Focus, Accountability, and Teamwork—in every customer touchpoint and internal collaboration.
- • About the team or company:
- • WEX Inc. is a leading financial technology provider specializing in payment processing solutions for fleet, travel, and healthcare industries, serving thousands of businesses across North America with secure, scalable, and innovative platforms.
- • The Customer Support team operates as a distributed, high-performing unit focused on delivering consistent, empathetic, and efficient service through a culture of continuous improvement, peer collaboration, and leadership investment in employee growth.
- • What the person can learn or achieve in this role:
- • Develop advanced communication and conflict-resolution skills transferable across industries, gaining expertise in de-escalation, active listening, and persuasive problem-solving in a high-volume support environment.
- • Build deep product knowledge of WEX’s payment and expense management solutions, positioning yourself for future advancement into Tier 2 support, product training, quality assurance, or team lead roles within the organization.
🎯 Requirements
- • Availability for high-speed internet and a dedicated private workspace to ensure secure, uninterrupted remote work.
- • Ability to work a fixed schedule between 7:45 AM – 7:00 PM EST, Monday through Friday, with reliable attendance and punctuality.
- • Prior experience in a customer service role, with strong preference for candidates who have handled high-volume phone or digital support environments.
- • Familiarity with Google Workspace (Gmail, Docs, Sheets, Calendar) and experience using a help desk or ticketing system (e.g., Zendesk, Salesforce Service Cloud, Freshdesk) is strongly preferred.
- • Excellent written and verbal communication skills, including the ability to convey technical information clearly to non-technical users.
- • Demonstrated ability to multitask across multiple systems while maintaining accuracy and composure under pressure.
🏖️ Benefits
- • Comprehensive health, dental, and vision insurance plans with options for individual and family coverage.
- • Retirement savings plan with company matching contributions to support long-term financial security.
- • Generous paid time off (PTO) policy, including vacation, sick leave, and company-observed holidays.
- • Health Savings Account (HSA) and Flexible Spending Account (FSA) eligibility for tax-advantaged healthcare spending.
- • Tuition reimbursement program to support ongoing education and professional development.
- • Life insurance, disability insurance, and access to employee assistance programs (EAP) for holistic well-being.
Skills & Technologies
Remote
About WEX Inc.
WEX Inc. is a global commerce platform headquartered in Portland, Maine, providing payment processing and business solutions across fleet, travel, and healthcare sectors. Founded in 1983, the company offers fuel cards, corporate payments, virtual cards, and benefits administration technology that simplifies complex transactions, enhances security, and delivers data-driven insights for businesses of all sizes. WEX serves customers in North America, South America, Asia-Pacific, and Europe, enabling efficient fleet operations, streamlined travel booking, and improved healthcare benefit management through innovative payment systems and software.
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