Payment Operations Specialist

Rainforest•Atlanta, GA

About The Position

Rainforest is an early stage payments-as-a-service startup that has developed a solution that makes monetizing payments for vertically focused software platforms fair and simple. We focus on small-to-mid sized platforms that want to add value to their small business customers through embedded payments — and want to do so without adding operational or regulatory burdens or costs. Led by a successful repeat fintech founder with deep knowledge of the industry, and with venture backing from a Top 10 VC firm, Rainforest is well positioned to make an impact in the payments-as-a-service space, and we're looking for new team members who want to be a part of this journey! We are seeking a dedicated and customer-oriented Payments Ops Specialist to join our team. In this role, you will be the first point of resolution for platform customers facing challenges, difficulties, or who have questions regarding the Rainforest product.

Requirements

1-2+ years of experience in a customer support or related role, preferably in payments, fintech, or an adjacent field.
Excellent communication skills, both verbal and written, with the ability to convey technical information clearly and concisely.
Strong problem-solving abilities and is passionately customer-focused to effectively address inquiries and resolve issues.
Ability to work well independently as well as collaboratively in a fast-paced environment
Organized and time-efficient in prioritizing tasks to meet deadlines.
Proficiency in using CRM software, ticketing systems, and other relevant tools for managing customer interactions and data entry, preferably HubSpot and Slack.
Incredibly detailed orientated and fixated on accuracy in data entry and record-keeping tasks.
Adaptability and willingness to learn new technologies and processes.

Responsibilities

Handling inbound requests through multiple communication channels (phone, email, chat, etc.) from platform customers and internal teams.
Providing timely and accurate responses to inquiries, troubleshooting issues, and offering solutions to ensure customer satisfaction.
Collaborating with and escalating to cross-functional teams including technical support, Platform Success Managers, Risk, and other Payment Operations teammates.
Maintaining records of customer interactions, inquiries, and resolutions using CRM software and/or other designated systems.
Assisting in the development and improvement of support processes and procedures to enhance efficiency and effectiveness.
Following through with customers to ensure issues are resolved satisfactorily, gathering feedback for continuous company improvement.
Participating in training sessions and staying up-to-date on product knowledge, policies, and procedures to provide accurate and up-to-date information to customers.