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Payment Operations serves our global community by providing customer support for payment issues. We continuously improve customer experience for agent-level processes, escalations, and internal workflows. We are advocates for a better customer experience, driving customer-focused support efforts, allowing for faster resolution, and providing insights to product teams about user experiences. The ideal candidate is a passionate customer experience specialist who can identify opportunities and then design and deliver on those opportunities to optimize the end-to-end customer journey, in a highly matrixed environment.
Support Design Specialist ResponsibilitiesYou will become an expert in core risk/payments experience infrastructure, tools, systems, and data.You will demonstrate in-depth knowledge of process design, driving efficiencies, identifying gaps, and implementing improvements.You will work with our operations teams in determining payments support experience.You will systematically analyze product metrics and labeling results, collecting insights, gaps, and pain points across the operation.You will manage projects and coordinate new product support across payment operations stakeholders.You will influence and lead efforts, communicate effectively, and coordinate with key cross-functional partners.You will ensure project documents are complete, current, and available for staff and leadership review.You will create plans to manage tasks and alleviate risks.You will support vendor delivery of customer support in line with the scale of the product team.Minimum Qualifications2+ years of experience in Project Management2+ years of experience working with global cross-functional teamsAnalytical-thinking and problem-solving experienceExperience creating, implementing, and improving business processesDemonstrated experience influencing across functional boundaries and/or globallyPreferred Qualifications2+ years of experience working in an online operations or consulting environment, or similar1+ years of experience in customer support, trust and safety, payments, or related team
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