Manager, Payment Support

Position Overview:

As a Payment Support Manager, you will be part of the payment services group, providing support to accesso’s eCommerce and Point-Of-Sale clients across the globe. You will be responsible for terminal deployments, eCommerce payment setup, investigating service deficiencies and other payment support requests. You will liaise regularly with numerous departments internally at all levels including Development/Engineering, Product Management, Implementation, Operations, Sales and our external payment partners, and their equivalent entities globally. You will troubleshoot all service faults and enhancement requests raised by the team, offering response and resolution within agreed service level targets.  

Location: This role offers 100% remote flexibility anywhere in the US!
Reports to: Director, Client Success
Travel ✈️ Requirement: up to 20%  

What you’ll be working on: 

• Ensure all clients’ software and payment hardware are properly provisioned and ready to perform at the highest level.   
• Partner with the Operation’s Client Success and Implementation teams on a daily basis to discuss objectives, goals, and challenges.   
• Manage assignment of tasks amongst the team, taking into account client priority, team member skillset, and training opportunities.   
• Maintain a strong relationship with the Engineering and Product Development teams.  
• Coordinate Operations UAT of new software, firmware, and hardware releases, providing feedback to Engineering and Product.   
• Ensure 24/7/365 technical support for global clients by managing the team’s on-call schedule.   
• Partner with accesso Finance for proper inventory management of all hardware items.   
• Act as technical escalation point for client issues, both internally and, where required, externally.  
• Lead/Assist with payment boardings and configuration of requested services.   
• Deliver client experience advice and feedback to internal development and product teams to ensure optimum product usability.  
• Liaise/coordinate internationally with development teams and our partners to report on issues affecting the service relationship with all tiers of merchants to ensure timely resolution of client requests and optimize service continuity.   
• Liaise with Product, Development, and Implementation Teams and the senior management team to provide optimal service to our merchants and occasionally share the ownership of the service relationship with the merchant as required  
• Aside from supporting Incidents the SME function will underline requirements, as well as provide training/education for new products and improvements, enhancements, and bugs for internal and external engineering and non-technical staff  
• Work streams covered by this role are scheduled, proactive & reactive in nature making this one of the most varied & flexible roles within accesso  
• Lead, motivate, train, and provide career development to teams globally. 

 Technologies 💻 you may work with: 

• Payment Systems and Terminals 
• Jira Service Desk & Confluence 

What you bring to the role: 

• Consulting Experience 
• Payment Industry Experience 
• Understanding of Alternative Payments 
• Strong knowledge of payment gateways and processors 
• Card present / EMV knowledge 
• Terminal Management & Troubleshooting 
• Risk mitigation methodology experience is strongly preferred   
• Networking experience 

*If you don’t have all the qualifications listed, don’t worry! We understand everyone’s career path is unique, and still encourage you to apply if you feel this role is aligned with your career trajectory.

Perks & Benefits

• Competitive compensation package including discretionary annual bonus opportunity.  
• 4-weeks of Paid Time Off for employees up to 3-years of tenure (higher accrual thereafter);  
• 8-hours of paid Volunteer Time Off to give back to organizations and groups you feel most passionately about;  
• Inclusive Family Benefits - access to end-to-end support for maternity, surrogacy, adoption, and fertility, with a $5,000 benefit toward surrogacy, adoption, and fertility;  
• 4-weeks of paid Parental Leave so you can bond with your child(ren) following a birth, adoption, or foster care placement;    
• Four different medical insurance plans to choose from, including an employer-contributed HSA; 
• Employer-paid short & long-term disability and life insurance; 
• Matching 401K; 
• Unlimited access to Udemy for Business for continued learning and career development; 
• A flexible work schedule around our core business hours.