Tekmetric

Payments Operations Lead

Tekmetric

full-time

Posted on:

Origin:  • 🇺🇸 United States

Visit company website
✨ AI Apply
Manual Apply

Job Level

Senior

Tech Stack

Cloud

About the role

  • Oversee daily operations for the Payments Support, Credit, and Risk teams, ensuring merchant inquiries and issues are resolved promptly and professionally.
  • Serve as a primary point of escalation for complex operational issues related to Tekmetric Payments, providing timely and effective resolutions.
  • Monitor phone and ticket queues, stepping in to assist with merchant interactions as needed to maintain service levels.
  • Track and report on KPIs related to team performance and merchant satisfaction.
  • Ensure the team has access to the tools, resources, and information needed to perform at their best.
  • Investigate and resolve payment-related issues, identify root causes, and collaborate with internal teams and external partners on long-term solutions.
  • Review and approve payment arrangements for past-due balances, merchant compensation requests, and account adjustments.
  • Collaborate with Risk and Credit Analysts to detect and respond to suspicious activity, mitigating potential fraud and compliance risks.
  • Educate customer-facing teams on policies, operational guidelines, and compliance requirements for accepting payments.
  • Identify opportunities to enhance the merchant experience, streamline workflows, and increase automation.
  • Monitor merchant interactions for quality assurance and coach team members to improve service delivery.
  • Partner with management to align operational practices with broader business objectives.
  • Lead or coordinate training sessions to develop team capabilities and close skill gaps.
  • Foster a culture of accountability, innovation, and continuous improvement within the Payments Operations team.
  • Work closely with Payments Sales, Customer Support, Onboarding, and Customer Success teams to deliver a cohesive and merchant-centric payments experience.
  • Act as a liaison between operations and other departments to ensure a smooth merchant onboarding and support process.

Requirements

  • 3+ years of experience in the merchant acquiring business for a financial institution, payment processor, or Independent Sales Organization (ISO).
  • Strong knowledge of payment gateways, processors, and the transaction lifecycle.
  • Familiarity with industry regulations (PCI-DSS, NACHA, etc.) and risk management best practices.
  • Proven ability to lead teams, manage escalations, and drive process improvements.
  • Excellent verbal and written communication skills, with the ability to address both internal stakeholders and merchants effectively.
  • Strong interpersonal skills with a customer-first mindset.
  • Participation in Merchant Acquirers Committee (MAC) preferred.
  • Proficiency in Stripe, Salesforce, Excel, and Google Sheets preferred.