[Hiring] Senior Customer Delivery Specialist @CSG

Role Description

The Customer Service and Support function is responsible for activities related to assisting, supporting, and resolving customers' questions specific to products and services. The Customer Support area is responsible for assisting customers by providing information about products and/or services, answering questions, and resolving problems and issues. The Account Services focus specializes in directing the delivery of enterprise-level support and service activities for firm products and services. Develops support delivery strategy and related processes, escalation procedures, and training. Identifies opportunities for support delivery improvements, cost reduction, and value-add to the customer.

We are looking for a Senior Customer Delivery Specialist who will:

• Serve as the primary point of contact across Risk, Compliance, Product, Engineering, Customer Support, and Partner Success.
• Lead kickoff sessions, define requirements, guide customers through integration best practices, and support operational/underwriting readiness.
• Train partners on platform functionality, reporting tools, integration flows, and merchant lifecycle processes.
• Build long-term trust and handoff customers to Customer Success once live.
• Occasional travel may be required.
• Actively participate in conference calls, training, business reviews as well as other activities with both internal and external clients to problem solve and implement solutions to ensure we meet and or exceed our client’s expectations for service and support.
• Educate customers on the Forte and CSG Payments product suite, APIs, terminals, gateways, and platform functionality.
• Coordinate tickets to ensure timely resolution and customer satisfaction. Escalate tickets, as appropriate.
• Contribute to process improvements, playbooks, and team enablement; mentor peers on complex customer scenarios.

Qualifications

• Have a bachelor’s degree in business, finance, or a related field.
• 5-8+ years of experience in payments, PayFac, merchant acquiring, fintech, or SaaS onboarding roles.
• Proven success managing onboarding or implementation projects for ISVs, ISOs, government merchants, or enterprise merchants.
• Strong understanding of APIs, payment terminals, gateways, compliance frameworks, and payment operations.
• Working knowledge of CRM tools (Salesforce, HubSpot), onboarding platforms, ticketing systems, and project management tools.
• Ability to translate complex payment workflows into clear customer guidance.
• Excellent project management skills with the ability to manage multiple complex implementations simultaneously.
• Experience with government, healthcare, utilities, recurring billing, marketplace, or moderate-risk verticals.
• Proficient in English in a business environment.

Benefits

• Work from Home
• Employee Belonging Groups
• Healthcare: Dental, Medical, and Vision
• Paid Vacation, Volunteer, and Holiday Time Off
• And so much more!

Position Pay Range

This range represents the low and high end of the salary range for this position. Actual salaries will vary based on factors including but not limited to geographical location and experience.

$61,495.58-$98,390.87

This role is eligible for a bonus opportunity.

Location(s)

United States Remote

Accommodation

If you would like to be considered for employment opportunities with CSG and need special assistance due to a disability or accommodation for a disability throughout any aspect of the application process, please call us at +1 (402) 431-7440 or email us at [email protected]. CSG provides accommodations for persons with disabilities in employment, including during the hiring process and any interview and/or testing processes.