Payment Operations Team Lead

The Payments Operations lead is an internal and external facing role who is responsible for the successful onboarding of merchants for payment processing services. In this position, you will help manage our Payment Operations team and ensure day-to-day activities are handled with quality and on time. You will also manage projects related to Payment Operations activities, such as, enterprise roll outs, documentation, training, process improvements, new strategic initiatives, and other activities as requested from management. In this position, you will be the liason between Payment Operations and other departments such as Payment Support, Sales, Sales Operations, and more.

• Own end-to-end process creation and improvements for payment operations
• Leverage data to improve both internal and cross functional processes 
• Create and maintain a friendly and productive work environment
• Oversee all day-to-day payment operations activities 
• Coach specialists to ensure high quality standards in day-to-day activities
• Train, hire and coach new specialists on an as-needed basis
• Manage customer escalations via phone or email
• Continue to process day-to-day activities in order to identify areas for improvement

• Minimum 1-2 year of payments, technical support, operations, and other technical-related fields
• 1 year of supervising/leading a team in a contact centre environment
• Experience with ERP software (NetSuite preferred)
• Experience with CRM software (Salesforce experience preferred)
• Experience with customer communication in ticketing systems
• Strong experience with the entire MS Suite and Google Business Suite
• Experience in a POS technical support environment is a plus
• Deep understanding and knowledge of the Payments industry is a strong plus

• 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 Best of the Best 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