Payments Senior Support Specialist

About the role

Pay Later Travel, an Australian-based fintech offering flexible travel payment solutions, is hiring a Payments Senior Support Specialist. The role reports to the Assistant Team Leader and Team Leader and is remote and full-time. You will support customers throughout their payment and booking journey, handling routine and complex or sensitive queries, and may specialise in payment support, accounts receivable, fraud investigations, chargebacks, reconciliation or other payments operations.

Key responsibilities

• Deliver high-quality, efficient and empathetic support by phone, live chat and written channels, taking ownership of complex, sensitive or escalated cases.
• Help customers with payment plan challenges get back on track, and communicate payment information accurately, securely and confidentially.
• Identify recurring customer concerns and friction points and suggest improvements to the customer experience.
• Support and coach less experienced team members, collaborate with other teams, and share knowledge and best practices.
• Align daily work with team and business goals, and take ownership of your own performance and customer outcomes.
• Spot process gaps, inefficiencies and risks in payments and support workflows, and escalate issues with clear information and proposed solutions.
• Use data and customer insights to monitor trends, test new approaches and drive continuous improvement.

Required profile

• Several years of professional experience in payments support, fintech support, financial services or a closely related role.
• Hands-on experience handling payment-related customer queries, complex cases or escalations.
• Experience supporting, coaching or guiding less senior team members.
• Strong problem-solving, decision-making and sound judgment in complex cases.
• Adaptable, solutions-oriented and able to work in a fast-paced, remote environment.

Required skills

• Comfortable with payment platforms, CRM systems and digital tools used to investigate and resolve customer issues.
• Confident communicating with customers by phone, live chat and in writing, especially on sensitive matters.
• Able to use data and insights to make decisions and identify improvements.