Advanced Support Payments

Role overview This is a senior-level advanced support position focused on a payments platform serving the hospitality industry. The role sits at the intersection of customer support, fintech operations, and product feedback, handling complex cases involving chargebacks, payouts, disputes, and reconciliation. The successful candidate will split time between reactive problem-solving for high-stakes payment issues and proactive onboarding and enablement work to prevent future incidents.

Responsibilities - Serve as the senior point of contact for escalated payments cases, including chargebacks, payouts, disputes, and reconciliation queries where financial and reputational outcomes matter - Proactively guide customers through payments onboarding and enablement, not only reactive troubleshooting - Investigate and resolve complex payment issues, working through incomplete or ambiguous information to identify the correct answer - Act as a product advocate by funneling recurring payment problems and customer insights back to Product and Engineering teams - Educate customers on payments best practices to reduce future disputes, chargebacks, and avoidable escalations - Track case outcomes and payments-related trends, reporting patterns that inform process improvements

Requirements - Hands-on experience in hospitality operations, ideally demonstrating progressive growth in scope - Several years of experience in payments, fintech, or a closely related financial operations domain - Comfort working with numbers, data, and structured reporting - Strong analytical and problem-solving skills for digging into complex, technical payment issues - Excellent written and verbal communication skills for translating technical findings into clear customer guidance

Nice to have - Working knowledge of PCI compliance and chargeback rules - Professional fluency in Spanish or Portuguese

Benefits and work setup - Fully remote work arrangement - Paid time off aligned with local labor requirements - Fully paid parental leave - Home office stipend based on country of residency - Access to internal professional development resources, including management training and skill-building programs - US-based compensation range of approximately $70,000–$89,000 USD annually depending on experience; candidates must be authorized to work in their location without visa sponsorship