Description

As a FinTech Expert on our Customer Support team, you will provide front-line support for payment operations, handle escalations, and collaborate with Product, Compliance, and Engineering to build scalable processes. You'll help maintain high customer satisfaction while minimizing risk in a fast-growing hotel tech unicorn.

Requirements

• 3-5 years in payments support/operations within FinTech, PSP/acquirers, banking, or licensed payments environments.
• Strong understanding of payment flows, cross-border transactions, and reconciliation.
• Experience with support processes and handling escalations.

Responsibilities

• Provide expert-level support for payments topics including failures, transfers, top-ups, reconciliation, and compliance outcomes.
• Contribute to documentation for policies, procedures, run-books, and SLA tracking for payments support.
• Plan and execute onboarding and migration support, monitoring early transactions for breakage.
• Monitor queries and complaints to identify patterns and escalate potential major incidents.
• Collaborate with Compliance, Legal, Product, Engineering, and Data to improve tooling and processes.