Program Success Associate

About the role

As a Program Success Associate at TreviPay, you will be the trusted point of contact for customers, merchants, and clients, delivering exceptional support and helping drive program success. You will work in a collaborative, entrepreneurial environment that serves global B2B payment and invoicing networks.

Key responsibilities

• Provide timely, accurate, and comprehensive responses to client, merchant, and customer inquiries.
• De‑escalate challenging situations and route unresolved issues to appropriate teams.
• Meet or exceed department metrics, Service Level Agreements (SLAs) and Service Level Standards (SLSs).
• Proactively contact customers and merchants to address rejections, disputes, authorizations, technical needs, and potential account issues.
• Collaborate with team members and leadership to improve processes, procedures, and documentation.
• Adapt positively to internal and external changes and drive change when needed.
• Complete assigned learning modules on schedule and participate in training sessions.

Required profile

• Minimum two years of customer support experience handling high inbound call volumes.
• Motivated, enthusiastic, and eager to work in a Customer Success environment.
• Organized and self‑sufficient with the ability to summarize completed tasks for leaders.
• Strong judgment in managing challenging customer situations and receptive to coaching.
• Ability to work both independently and as part of a team.

Required skills

• Proficiency with Microsoft Outlook.
• Proficiency with Microsoft Word.
• Proficiency with Microsoft Excel.