tem - Senior Payments CX Specialist
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Requirements
• Proven experience owning customer-facing payment or billing operations in a high-complexity environment (fintech, energy, SaaS, marketplaces, or similar) • Strong case investigation skills and comfort operating across systems and stakeholders to reach accurate outcomes • Demonstrated ability to identify patterns and drive systemic improvements (not just resolve individual tickets) • Strong partnership skills with Finance and Product, including ability to define clear requirements and prioritisation • Data-literate: can define and track metrics, interpret trends, and turn insights into action (not necessarily a data/analytics specialist) • High empathy and customer judgement, balanced with revenue protection and compliance awareness • CRM experience: confident using tools like HubSpot (or similar) and Intercom (or equivalent) to manage customer interactions, payment cases, and workflows. • Experience with payments failure modes (direct debit, card payments, bank transfers), invoicing workflows, and collections prevention • Experience designing CX playbooks, SLAs, and QA standards • Familiarity with experimentation (A/B testing) for messaging and behavioural nudges
Responsibilities
• Own the end-to-end payments experience: Define what “great” looks like across payment clarity, payment methods, payment timing, payment failures, and early-stage debt prevention. • Resolve complex payment cases: Handle high-complexity payment and billing queries with precision and empathy, including escalations that require cross-functional coordination. • Revenue protection through CX: Own early-stage debt prevention strategy, behavioural nudges before debt forms, and payment failure root-cause analysis to reduce churn risk. • Eliminate systemic friction: Identify, prioritise and drive fixes for recurring customer pain points in payment workflows and invoicing clarity. • Cross-functional payments SME: Partner closely with Finance service, invoicing engine, data management service, credibility service, and Product to shape roadmaps and trade-offs. • Feedback & systems ownership: Track payment friction and performance metrics, surface structured insights monthly, and influence roadmap improvements to reduce avoidable queries. • Quality standards & SLAs: Set and maintain quality standards for payments support, aligning with CX leadership and ensuring consistent customer outcomes. • 🎯 SUCCESS METRICS: • Reduction in payment-related tickets (volume and repeat contact) • Reduction in preventable early debt • Improved payment success rate • Reduction in payment-related churn signals • Improved time-to-resolution for payment issues
Benefits
• We review salaries twice a year using real-time market data, with transparent, consistent pay for the same role and level. • Stock Options — everyone on the team has ownership in our mission. • 25 days holiday + public holidays — Swap public holidays for ones that matter most to you. Plus, get an extra day off for your birthday. • Remote & flexible working — We're fully remote with clear core hours, and no internal meetings on Friday afternoons. • Home working & wellbeing budgets: • Up to £1,200 / €1,200 annually to upgrade your remote setup (co-working passes, equipment, etc.). • Up to £150 / €150 monthly on anything that supports your wellbeing. • 🗣️ INTERVIEW PROCESS: • Our processes normally take around 2-3 weeks from first call to offer — please let us know about any adjustments to timelines that may be required. • Intro call with Talent, 15 minutes. • Hiring Manager interview, 30 minutes. • Take-home task: a practical challenge that tests your ability to approach the real world challenges of the role. • Skills interview: present your take-home task and walk us through your thinking. 60 minutes. • Culture Add interview with leadership stakeholders.
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