Payment Operations Team Lead

7 days ago

Toronto, Ontario, Canada CLIO Full time
Job Overview

Clio Payments is a leading legal payments solutions provider, processing billions of dollars in client payments annually.

The Payment Operations team plays a critical role in scaling our Clio Payments product across North America and internationally.

About the Role

We are seeking an experienced Payment Operations Specialist to join our team as a leader. The ideal candidate will have a strong track record in Payment Operations and Risk Management, with a solid understanding of card networks, interchange fees, and network rules.

You will be responsible for managing operational queues, ensuring SLAs are met, and supporting customers with payment-related issues.

Main Responsibilities
  1. Manage various operational queues to maintain and exceed internal and external SLAs
  2. Lead and support a team of Payment Operations Coordinators in delivering processes and tasks to acquire new customers and support existing ones in the Clio Platform
  3. Directly support Clio customers with questions or escalations concerning payments, including topics related to making and accepting payments, payment safety and security, onboarding to Clio payments, and interpreting and communicating the status of payment events
Required Skills and Qualifications
  • At least 2 years of experience in the payments industry, including a solid understanding of card networks, interchange fees, and network rules
  • At least 3 years of previous customer success/support experience, preferably in a card payments environment
  • General knowledge of ACH transactions and reversals
  • Experience working in and with markets outside of North America in a payments or fintech capacity
  • Comfortable working in a technical operations environment with tight deadlines
  • A passion for customer service and the ability to manage difficult conversations
  • Strong organizational and time management skills, with the ability to adapt to change in a high-growth business environment
  • Demonstrated strong interpersonal and communication skills, both written and oral
  • Strong computer skills
Benefits
  • Competitive salary ranging from $85,000 to $115,200 CAD, depending on experience and skillset
  • Hybrid work environment with flexible time off policy, including an encouraged 20 days off per year
  • $2000 annual counseling benefit
  • RRSP matching and RESP contribution
  • Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years

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