Customer Support Specialist - VPAY

Aspire Software is looking for a Customer Support Representative to join our team in Lebanon.

Here is a little window into our company: Aspire Software operates and manages wholly owned software companies, providing mission-critical solutions across multiple verticals. By implementing industry best practices, Aspire delivers a time sensitive integration process, and the operation of a decentralized model has allowed it to become a hub for creating rapid growth by reinvesting in its portfolio.

Role Overview

We're looking for a Customer Support Specialist to be the front line for our merchants and ISV (Independent Software Vendor) partners. You'll be the first point of contact when something isn't working — a transaction issue, an onboarding question, a statement discrepancy — and you'll own it from first response to resolution. This is a great role for someone who's detail-oriented, alm under pressure, and genuinely enjoys solving problems for people.

What You'll Do

• Respond to merchant and partner inquiries via email, phone, and chat in a timely, professional, and empathetic manner
• Troubleshoot payment processing issues, including failed transactions, settlement/deposit questions, and terminal or gateway connectivity problems
• Assist merchants with onboarding and boarding-related questions, escalating processor issues (e.g., Adyen) where needed
• Support dispute and chargeback inquiries, guiding merchants through documentation and response requirements
• Track and manage support tickets to resolution using our internal ticketing/CRM tools, maintaining accurate case notes
• Identify patterns in recurring issues and flag them to Product and Operations for longerterm fixes
• Collaborate cross-functionally with Product, Engineering, and Sales teams to resolve complex or escalated issues
• Maintain and contribute to internal knowledge base articles and merchant-facing help documentation
• Meet or exceed team SLAs for response time, resolution time, and customer satisfaction

What We're Looking For

• 1–3 years of experience in customer support, client services, or a similar role — payments, fintech, or SaaS experience is a strong plus
• Excellent written and verbal communication skills; able to explain technical concepts in plain language
• Strong problem-solving instincts and comfort navigating ambiguity
• Experience with CRM/ticketing platforms (e.g., HubSpot, Zendesk, Intercom) preferred
• Basic understanding of payment processing concepts (transactions, settlements, chargebacks) is a plus — we'll train the rest
• Highly organized, with the ability to manage multiple open cases simultaneously
• A customer-first mindset paired with the judgment to know when to escalate

Nice to Have

• Familiarity with Adyen, Stripe, or other payment processor/PSP ecosystems
• Experience supporting software partners (ISVs) rather than just end consumers
• Exposure to healthcare, legal, or professional services verticals