Payment Operations Specialist

The Payment Operations Specialist is a customer facing part of our Operations team. This role works cross-functionally with Sales Enablement, Sales, Operations, and Support teams to input, analyze, and complete payments requests for our merchants. The Payments Operations Representative will also be responsible for processing applications for an ISO program with our payments partners. In addition they will be supporting Payments Operations with process documentation, internal ticket management, and supporting the internal sales/support teams as a resource. 

• Ensure assigned customer tickets are resolved and updated in our ticketing system daily
• Provide world class customer experience over the phone 
• Work in conjunction with Sales, Support and Operations to achieve successful and timely on-boarding period for our merchants
• Input and manage payment processing reporting through our CRM software (Salesforce)
• Act as a liaison between internal departments for our payments services
• Schedule calls with existing merchants to resolve any ongoing payment issues
• Assist all U.S. and International customers in their entire journey including setting up initial gateway/processor, adding credentials into customer management console, assisting in ongoing change requests

• Minimum 1-2 years of customer service experience
• Proficient written/spoken English is a must
• Strong experience with MS Office / Google docs
• Ability to work late evening/night shifts: Mon-Fri 6:30 pm - 3 am
• Ability and desire to process a high volume of orders into our ERP with accuracy while looking for opportunities for improvement
• Experience in a POS technical support environment is a plus
• Experience with ERP (NetSuite preferred) or CRM (Salesforce preferred) software is a plus
• Experience with a ticketing system is a plus (ServiceCloud preferred)

• We are a product company: we influence product development decisions and create tools for driving foodservice businesses to success
• We love what we do: amazing colleagues and friendly team vibe
• We care about technology and quality: our tech initiatives are bottom-up
• We care about you: employee health insurance, accident insurance, referral bonus
• We take your career seriously: 40% of our employees changed roles in 2022
• We invest in you: internal training programmes and free Udemy license for training online
• We recognize our talents: our MVPs receive rewards every quarter, this year they are going to Dominican Republic, would you like to join?
• We share our success: available Profit Sharing Plan for employees (based on eligibility)
• We have fun: office happy hours, board game nights and company outings
• Taxi for employees starting or ending shifts within night hours