Senior Payments Support Specialist

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

📋 Description

• Deliver exceptional support to customers during their payment and booking processes.

• Address routine, complex, sensitive, and escalated inquiries related to payments.

• Specialize in areas such as payment assistance, accounts receivable, fraud investigations, chargebacks, reconciliation, or other payment-related operations as needed.

• Assist customers via phone, live chat, and written correspondence.

• Proactively reach out to customers when follow-up or intervention is necessary.

• Resolve intricate cases utilizing sound judgment.

• Mentor, support, and guide less experienced team members.

• Identify areas for enhancing processes, customer experience, and team efficiency.

• Aid customers in managing payments and maintaining their travel schedules.

• Accurately, securely, and confidentially communicate payment-related information.

• Identify recurring issues, friction points, process deficiencies, inefficiencies, and risks.

• Resolve problems or escalate them with clear information and potential solutions.

• Contribute to the implementation and adoption of new tools, processes, and methodologies.

• Utilize data, customer insights, and performance metrics to inform decision-making.

• Monitor trends, experiment with new strategies, and share insights.

• Achieve service, quality, productivity, and performance goals.

⛳️ Requirements

• Several years of relevant experience in payments support, fintech support, financial services, or a similar role.

• Practical experience in addressing payment-related customer queries, complex cases, or escalations.

• Proficient in working with payment platforms, CRM systems, digital tools, and other systems used to investigate and resolve customer issues.

• Confident in communicating with customers through phone, live chat, and written channels, especially in sensitive or complex situations.

• Experience in supporting, coaching, or mentoring less senior team members.

• Strong analytical and decision-making abilities.

• Capability to exercise sound judgment when managing complex cases.

• Adaptable and oriented towards finding solutions.

• Comfortable working in a dynamic, remote environment.

• Demonstrate ownership, urgency, precision, and high service standards.

• Proficient in utilizing data and insights to make informed decisions and identify areas for improvement.

• A collaborative team player eager to share knowledge.

• Full-time availability.

🏝️ Benefits

• Remote work environment.

• Opportunities for growth within a global business.

• Chance to contribute to a high-growth, innovative company.

• A culture that values ownership, teamwork, and continuous improvement.