Advanced Support Payments

Role overview

Resolve complex payment cases for hospitality customers, including disputes, chargebacks, payouts, and reconciliation. The role combines detailed investigation with proactive onboarding and education, while sharing recurring customer issues with product and engineering teams to help prevent future problems.

Responsibilities - Take ownership of advanced payment support cases and investigate issues where the available information may be incomplete. - Guide customers through payment setup and onboarding, as well as troubleshooting. - Explain practices that can help reduce disputes and chargebacks. - Share product feedback drawn from customer cases with product and engineering partners. - Track case outcomes and identify payment-related trends.

Requirements - A few years of experience in payments or fintech. - Hospitality operations experience is preferred, ideally with a record of growth. - Confidence working with numbers and reporting. - Strong analytical troubleshooting skills for complex, technical payment issues. - Clear written and verbal communication. - Current authorization to work in the role’s location without visa sponsorship.

Nice to have - Knowledge of PCI compliance and chargeback rules. - Spanish or Portuguese fluency.

Benefits and work setup - Remote-first work setup. - For U.S.-based candidates, annual compensation is listed as $70,000–$89,000 USD. - Benefits include paid time off, paid parental leave, a country-based home-office stipend, and professional development resources.