Payment Operations Manager

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Lead, mentor, and cultivate a team of Payment Operations Analysts, promoting a culture centered around customer service and accountability.

• Enhance team performance through ongoing coaching, constructive feedback, quality assessments, and developmental planning.

• Achieve exceptional client service results by tracking essential support metrics such as CSAT, response times, and case resolutions.

• Ensure that clients receive prompt, professional, and precise communication throughout the issue resolution process.

• Collaborate with Customer Success and Account Management teams to address client issues and enhance the overall payment experience.

• Supervise daily payment support operations across Virtual Card, ACH, and Check payment workflows.

• Serve as an escalation point for complex client challenges, payment exceptions, and urgent requests.

• Assist the team in resolving payment-related inquiries efficiently and effectively.

• Recognize recurring client or operational challenges and implement effective solutions to enhance service quality.

• Contribute to the improvement of internal workflows, team processes, and support documentation to boost efficiency and consistency.

• Maintain standard operating procedures, training resources, and team communication templates.

• Relay client feedback and operational insights to internal teams such as Product, Engineering, Vendor Operations, and Customer Success.

• Support the operational readiness for new processes, tools, and payment enhancements as the business expands.

⛳️ Requirements

• A minimum of 4 years of experience in payment operations, customer operations, fintech operations, banking operations, or a related area.

• At least 1 year of experience in a leadership role, team lead position, or a proven track record in mentoring and coaching others.

• Experience in providing support to clients within a fast-paced SaaS, fintech, or payments environment.

• Proficient understanding of B2B payment methods, including ACH, Virtual Card, and Check payment workflows.

• Extensive experience in managing client escalations and resolving sensitive customer issues professionally.

• Familiarity with operational and service metrics such as CSAT, response times, case volume, or resolution metrics to enhance team performance.

• Outstanding written and verbal communication skills.

• Strong organizational abilities with the capacity to handle multiple priorities in a dynamic environment.

🏝️ Benefits

• Ottimate is an equal opportunity employer committed to fostering diversity and inclusion. We do not discriminate based on race, color, national origin, religion, gender, gender expression, sexual orientation, age, veteran status, disability status, or marital status. If you are enthusiastic about the role but do not meet all the listed qualifications, we encourage you to apply. Nothing in this job posting should be interpreted as an offer or guarantee of employment.