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Payment Operations Specialist

Zip

full-time

Posted on:

Location Type: Hybrid

Location: Toronto • Canada

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About the role

  • Support our customers using Intercom by communicating, troubleshooting, and resolving any payment issues.
  • Partner with our customer and payment provider support teams to find a timely resolution to customers' problems.
  • Answer and prioritize customer contact queues to provide the best customer experience within SLAs.
  • Design and document effective payment operational processes with a keen eye for standardization and automation to enable the team to scale.
  • Partner with our payment providers and cross-functional partners, including our Engineering & Product teams to resolve any issues impacting our payments products. While working toward a resolution, you will keep our clients and internal stakeholders up-to-date on the progress made.
  • Support ad-hoc projects for the payment operations team

Requirements

  • Bachelor’s Degree
  • Minimum of 2 years working experience in a customer service role with payments experience
  • Must be able to work during business hours from Monday to Friday from 9AM to 5PM PST
  • You possess excellent communication skills (verbal and written) with experience working in a customer-facing role. You communicate early and often and know when to escalate to the payments leadership team.
  • Strong attention to detail and responsibility in managing daily tasks
  • Works well individually and in teams by sharing information and supporting colleagues
  • Ability to work independently and as a team member while using discretion in decision-making and sound judgment in problem-solving
  • Must be working from the office at least 3 business days a week
  • You will be required to participate in out-of-business hours or holidays customer support from time to time
  • Willingness to learn new skills
Benefits
  • 📈 Start-up equity
  • 🦷 Health, vision & dental coverage
  • 🍽️ Catered lunches & dinners for TO employees
  • 🚠 Team building events & happy hours
  • 🌴 Flexible PTO
  • 💻 Apple equipment plus home office budget
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
payment processingtroubleshootingcustomer supportoperational processesstandardizationautomation
Soft Skills
communication skillsattention to detailteamworkindependencediscretionproblem-solvingresponsibility
Certifications
Bachelor’s Degree