Program Success Associate

TreviPay Inc.

Job Overview

Location

MSTS - Costa Rica

Job Type

Full-time

Full Job Description

📋 Description

• As a Program Success Associate, you'll be the trusted point of contact for customers, merchants, and clients—delivering exceptional support, resolving complex issues, and helping drive program success through every interaction.
• Must exemplify TreviPay Mission and Values.
• Must meet or exceed department metrics, program Service Level Agreements (SLAs) and department Service Level Standards (SLSs).
• Skilled to de-escalate challenging customers, clients or merchants and provide exceptional customer support.
• Serve as a primary contact to clients, merchants and customers providing timely, accurate and comprehensive responses and resolution to common questions and issues regarding supported programs, systems, processes, and procedures.
• Provide feedback and assistance to collaborate with other team members or leadership to improve processes, procedures, new implementations and subsequent training and documentation.
• Welcome change and adapt positively to internal and external changes as well as driving change as needed.
• Dedicated to actively engage in building rapport with internal and external parties to provide an excellent customer experience resulting in increased program usage.
• Illustrate initiative by proactively contacting customers and merchants to address issues (e.g.: rejections, disputes, authorizations, technical needs, potential account issues, etc.).
• Complete assigned learning before the due date while actively participating in learning sessions.
• Perform other duties as assigned by leadership.
• Meet the criteria as outlined above and/or have related customer support experience or the equivalent combination of education and experience.
• Minimum two years of customer support experience with heavy inbound call volume.
• Motivated and enthusiastic with a desire to be in Customer Success.
• Organized and self-sufficient with moderate supervision needed and the ability to communicate summary of completed tasks to leaders.
• Ability to skillfully manage challenging customer situations.
• Coachable with ability to improve performance based on feedback.
• Proficient with Outlook, Word, and Excel.
• Ability to work in a team and independent environment.
• Ability to consistently meet expectations in an ever-changing environment.
• Professional written and verbal communication skills.
• Demonstrate professionalism: Maintain accountability, promote respect, stay work-focused, be punctual, demonstrate positive attitude, minimize conflict, encourage others.
• The following includes actions and conscious inactions that team members, individually and within the group, are expected to display in all interactions.
• Active Listening
• Helpful
• Authentic
• Highly Responsive
• Change Agent
• Positive Attitude
• Confidence
• Positive Body Language
• Display
• Mindfulness Resourceful
• Embrace Empathy
• Team Mindset
• Flexible
• Tone of Voice
• Forward Thinking (Critical, Analytical, Creative)
• Trustworthy

🎯 Requirements

• Meet the criteria as outlined above and/or have related customer support experience or the equivalent combination of education and experience.
• Minimum two years of customer support experience with heavy inbound call volume.
• Proficient with Outlook, Word, and Excel.
• Ability to work in a team and independent environment.
• Ability to consistently meet expectations in an ever-changing environment.
• Professional written and verbal communication skills.

🏖️ Benefits

• Competitive salary
• Comprehensive benefits package
• Opportunities for professional growth and development
• Collaborative and dynamic work environment

Skills & Technologies

Junior

Onsite

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TreviPay Inc.

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About TreviPay Inc.

TreviPay Inc. is a B2B payments and trade-credit technology company headquartered in Overland Park, Kansas. It provides cloud-based invoice, credit and A/R automation services to manufacturers, distributors and marketplaces so they can extend net-term financing to their buyers. The platform handles buyer onboarding, real-time credit decisions, purchase-order matching, digital invoicing, reconciliation and collections, eliminating manual back-office processes. Founded in 1981 as Universal Financial, the company rebranded to TreviPay in 2019 and operates globally, processing billions in annual B2B transaction volume across North America, Europe and Asia-Pacific.

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