Provide high-quality day-to-day operational and technical support to financial institution partners and internal stakeholders.
Act as a liaison between clients and internal product, engineering, and support teams to ensure issues are resolved efficiently.
Manage and coordinate support tickets, work orders, and case resolution activities across commercial payment platforms.
Analyze and troubleshoot processing issues, identifying root causes and communicating impact, resolution steps, and timelines.
Proactively identify processing inefficiencies and improvement opportunities and recommend solutions to enhance performance.
Monitor and communicate service levels (SLAs), providing status updates and escalation management when needed.
Develop and maintain support documentation, knowledge articles, and process guides.
Partner with account and technical teams to ensure client needs are met and expectations are exceeded.
Prepare and deliver client-ready updates and presentations using data insights and performance reporting.
Escalate critical issues appropriately and provide leadership in driving resolution.

Bachelor’s degree required, advanced degree preferred.
4+ years of experience in technical support, client solutions, operations, or consulting roles within payments, financial services, or technology environments.
Experience supporting commercial cards, expense management, or payment platforms is strongly preferred.
Strong technical aptitude with the ability to quickly learn complex systems and platforms.
Proven experience troubleshooting and resolving complex technical or operational issues.
Ability to translate technical details into clear, business-friendly communication.
Strong Excel skills for data analysis and reporting.
Advanced proficiency in PowerPoint for professional presentations.
Experience managing support queues, tickets, or case management systems.
Ability to analyze trends and identify recurring issues to drive process improvements.

Implementation Consultant

Key skills