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 and in a timely and accurate manner
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: remote work, employee health insurance, accident insurance, referral bonus
We take your career seriously: 40% of our employees changed roles in 2020
We invest in you: internal training programmes and free Udemy license for training online
We recognize our talents: our MVPs receive rewards every quarter, next year they are going to Bahamas, 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