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Tech Stack
Tools & technologiesBigQuerySQL
About the role
Key responsibilities & impact- Act as the primary operational contact for your assigned portfolio, leading the resolution of day-to-day operational queries.
- Own the end-to-end management of client configurations, settings, and billing parameters, collaborating closely with internal teams.
- Ensure new and existing Local/Alternative Payment Methods (LPMs/APMs) operate optimally, smoothly onboarding merchants and sub-merchants.
- Consistently identify, propose, and implement operational process improvements and internal automations to scale your portfolio.
- Build and maintain deep, trust-based relationships with external operational and technical stakeholders.
- Coordinate the resolution of operational and processing incidents, collaborating closely with global technical teams to drive long-term preventative fixes.
- Understand and own the structural reporting needs for your portfolio, proactively generating reports and surfacing meaningful trends.
- Deliver clear, data-driven operational performance reviews within QBRs.
- Analyze systemic anomalies and trends across processing volumes, conversion rates, disputes, and operational metrics.
- Provide actionable recommendations to clients to improve their routing efficiency, cost-of-acceptance, and overall processing performance.
- Guide clients through effective management of chargebacks, fraud ratios, and dispute mitigation processes.
- Ensure strict client adherence to global payment scheme rules, local compliance mandates, and operational standards.
- Partner closely with internal Risk, AML, and Compliance teams to address fraud patterns or local regulatory requests.
- Partner across the organization with Account Management, Technical Account Management (TAM), Business Analytics, Partnerships, and Support.
- Act as the bridge between technical and business teams, translating complex payment infrastructure concepts into simple, actionable language.
- Serve as the definitive internal voice of the customer to advocate for product enhancements and operational fixes.
Requirements
What you’ll need- Native or professional fluency in English (written and spoken) is required.
- Minimum of 2–3 years of experience in a customer success, operations, or technical account management role ideally within payments, fintech, or e-commerce.
- Technical Aptitude: The ability to speak and engage comfortably with engineering and product teams regarding APIs, processing flows, and technical errors.
- Exceptional active listening skills, with a proven habit of confirming and clarifying complex requirements before transmitting information internally or externally.
- Hands-on experience with data manipulation and monitoring tools; specific experience with SQL/BigQuery, Datadog, or Looker Studio is a distinct advantage.
- Familiarity with the cross-border e-commerce landscape, LATAM cards or real-time payment networks is a plus.
- Experience working in a multi-time-zone environment is a plus.
- Fluency in other languages is a plus.
Benefits
Comp & perks- Hybrid working - We offer a hybrid structure with a 3 days / week on site expectation, so you can strike the balance between office and home working.
- 30-day holiday allowance
- Work from abroad policy, enabling employees to work remotely for up to another 30 days per year
- 700 USD annual budget to support your professional growth
- Leadership cafés, on-the-job training, and other opportunities to help you grow your skills
- Insurance including medical insurance (health, dental and vision), disability insurance, life insurance, and travel insurance.
- Health Savings Account (HSA) and 401k plan
- Enhanced family leave
- Gym membership contribution
- One-on-one therapy, chat therapy, therapist-led courses, guided meditations, and more.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Operational ManagementData ManipulationSQLBigQueryLooker StudioChargeback ManagementFraud MitigationPayment ProcessingCompliance AdherenceTechnical Account Management
Soft Skills
Active ListeningRelationship BuildingClear CommunicationProblem SolvingCollaboration