Senior Payments CX Specialist

Responsibilities:

• Own the end-to-end payments experience, defining what 'great' looks like across payment clarity, methods, timing, failures, and early-stage debt prevention.
• Resolve complex payment and billing queries with precision and empathy, handling escalations that require cross-functional coordination.
• Identify, prioritise and drive fixes for recurring customer pain points in payment workflows and invoicing clarity.

Success Metrics:

• Reduction in payment-related ticket volume and repeat contact.
• Reduction in preventable early debt and payment-related churn signals.
• Improved payment success rate and time-to-resolution for payment issues.

Requirements:

• Proven experience owning customer-facing payment or billing operations in a high-complexity environment like fintech, energy, or SaaS.
• Strong case investigation skills and comfort operating across systems and stakeholders to reach accurate outcomes.
• Data-literate, able to define and track metrics, interpret trends, and turn insights into action.
• CRM experience with tools like HubSpot or Intercom to manage customer interactions and payment cases.
• High empathy and customer judgement, balanced with revenue protection and compliance awareness.

Benefits & Perks:

• Competitive salary reviewed twice a year using real-time market data with transparent pay.
• Stock options for all team members, providing ownership in the company mission.
• Remote and flexible working with clear core hours and no internal meetings on Friday afternoons.