Payment Operations Manager

EverCommerce

Payments Operations Manager overseeing the operational health of payments at EverCommerce. Handling escalations, leading rate reviews, and managing multi-team coordination in payments.

Posted 4/25/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-Level💰 $70,000 - $85,000 per yearWebsite

About the role

Key responsibilities & impact

Own PayOps escalation management—serve as the primary point of contact for payments escalations from Customer Success, Implementation, and Support teams; triage, investigate, and resolve issues or route to the appropriate owner with clear documentation and timely follow-through
Lead rate review processes—manage the end-to-end workflow for merchant rate reviews, including data gathering, analysis, stakeholder coordination, and communication of outcomes to internal teams and customers
Execute updates to payment systems and workflows and ensure impacted teams are informed and aligned
Resolve payments-related support tickets requiring specialist expertise—partner with Support to handle complex payments inquiries that require deep product, processor, or workflow knowledge beyond standard support capacity
Maintain operational continuity—identify and own the recurring payments operational work that does not fit a defined project structure: process monitoring, exception handling, data hygiene, and ongoing coordination tasks that keep the payments function running day-to-day
Maintain accurate and up-to-date operational documentation—document escalation outcomes, rate review decisions, process exceptions, and coordination activities to create a reliable operational record for the payments team
Surface operational patterns and recurring issues to Payments leadership—flag trends in escalations, support tickets, or process breakdowns that may warrant broader process improvement or project intervention
Support onboarding and activation operational tasks—assist with payments onboarding workflows, activation troubleshooting, and operational hand-offs between Implementation and steady-state Customer Success

Requirements

What you’ll need

Bachelor’s degree in Business, Operations, Finance, or a related field; equivalent practical experience considered
2–4 years of experience in payments operations, fintech, or SaaS customer operations
Hands-on experience with payments systems, processors, and onboarding/activation workflows; familiarity with PaySimple or similar platforms a plus
Strong problem-solving and troubleshooting skills—comfortable investigating payments issues, identifying root causes, and driving resolution across teams
Experience managing escalations or high-priority operational issues with a sense of urgency and clear communication
Proficiency with Salesforce (or similar CRM) for case management, ticket tracking, and data lookup
High attention to detail and strong documentation habits—able to maintain accurate records of escalations, decisions, and operational activity
Strong written and verbal communication; able to translate payments complexity into clear, accessible language for internal partners and customers
Collaborative and service-oriented—comfortable working across Customer Success, Support, Implementation, and Product to get things resolved
Ability to manage multiple open issues and operational tasks simultaneously without losing track of details or timelines

Benefits

Comp & perks

Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
Continued investment in your professional development
Day 1 access to a robust health and wellness benefits package, including an annual wellness stipend
401k with up to a 4% match and immediate vesting
Flexible and generous (FTO) time-off
Employee Stock Purchase Program

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

payments operationspayments systemspayments processorsonboarding workflowsactivation workflowsdata analysisescalation managementproblem-solvingtroubleshootingdocumentation

Soft Skills

strong communicationcollaborativeservice-orientedattention to detailability to manage multiple tasksinvestigative skillsstakeholder coordinationclear documentationtimely follow-throughsense of urgency