Payments Operations Manager (T2 Support & Onboarding) - Merchant Services
Location: Miami Beach, FL (Hybrid)
Reporting to: VP of Finance
The Opportunity:
My client, a high growth SaaS firm, is hiring a Payments Operations Specialist to own onboarding, escalations, and payments expertise at a fast-growing SaaS company.
This is a high-visibility, revenue-critical role where you’ll act as the bridge between customers, processors, and internal teams, ensuring merchants get live quickly and issues are resolved efficiently.
What You’ll Do:
Own Payments Escalations (T2)
- Act as the primary escalation point for complex payments issues
- Resolve onboarding failures, funding delays, chargebacks, and processor errors
- Build internal documentation to reduce repeat issues and improve T1 efficiency
Drive Merchant Onboarding
- Own the end-to-end onboarding process from application to activation
- Manage relationships with payment processors and escalate when needed
- Proactively track applications, remove blockers, and accelerate time-to-live
- Continuously improve onboarding workflows and documentation
Support Revenue Teams
- Join sales calls as the payments subject matter expert
- Advise on pricing, positioning, and merchant-specific risk considerations
- Help prospects understand the value of the payments offering
What We’re Looking For
- 3-6 years in payments operations, merchant services, or fintech
- Experience with processor onboarding (Stripe, Payarc, or similar)
- Strong understanding of merchant acquiring (underwriting, chargebacks, funding, residuals)
- Highly organized with the ability to manage multiple onboarding pipelines
- Strong communicator who can simplify complex payments concepts
Nice to Have:
- Experience in SaaS with embedded payments / PayFac models
- Exposure to sales support or revenue teams
- Familiarity with residual reporting and reconciliation
Why This Role
- Payments is a core revenue driver, not a back-office function
- Opportunity to build and own key processes from the ground up
- High visibility with leadership and direct impact on growth
This role is in office, based in Miami Beach.
Salary between $100,000 - $110,000 + variable compensation.
