Account Manager

Payments Lab is a payments consultancy that supports online businesses with tailored payment solutions. We provide end-to-end support with merchant account setup, optimisation of transaction approval rates, chargeback management, regulatory compliance, and the implementation of product logic in the product.

We are building a global payment processing platform specialising in high-volume merchant accounts and acquiring solutions across the US, Europe, MENA, APAC, and LATAM. Our expertise extends to complex verticals such as iGaming, crypto, adult, CBD, eCommerce, and dating, helping merchants access reliable and scalable payment infrastructure worldwide.

Responsibilities

• Manage the full lifecycle of merchant onboarding - from application submission and document preparation to account approval and go-live.
• Act as the primary point of contact for merchants, providers, and internal teams, ensuring clear communication and timely updates.
• Oversee KYC/AML documentation and compliance processes, ensuring accuracy and adherence to regulatory requirements.
• Coordinate payment integrations: manage provider credentials, liaise with tech teams, and ensure successful launches of payment solutions.
• Maintain up-to-date records in CRM and project management tools, providing regular reporting on client status and progress.
• Build long-term relationships with merchants, ensuring high client satisfaction and acting as their trusted payments advisor.
• Collaborate with risk, compliance, and technical teams to improve processes and resolve escalations.

Requirements & Qualifications

• Minimum 2 years of experience as an Account Manager or in a similar client-facing role in payments, fintech.
• Knowledge of KYC and compliance procedures is essential.
• Strong analytical skills with the ability to interpret data and provide insights.
• Highly organised, with the ability to manage multiple priorities while maintaining excellent client service.
• Ability to understand client business models, oversee website-related aspects.
• Upper-intermediate English (B2+) for daily partners and clients communication.
• Experience with payment providers, acquiring banks, or merchant account operations preferred.
• Experience in incident handling is a plus, but not mandatory.

Proven experience in payments, fintech, gambling, or related industries is essential

Benefits

• Fully remote or office in Lisbon.
• Competitive salary in USD.
• Flexible work schedule.
• 24 annual leave days and 10 paid sick leave days.
• No micromanagement - we trust you to deliver results.
• Professional development support and education coverage.