Payment Operations Manager

Role Overview

• 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

• 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

• 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