Payments Senior Support Specialist

Job Description Payments Senior Support Specialist Department: Fintech Location: Remote Employment Type: Full-time Reports to: Assistant Team Leader & Team Leader About Pay Later Travel At Pay Later Travel, we’re on a mission to make travel more accessible and stress-free. As an Australian-based fintech leader, we empower customers with flexible travel payment solutions. Our team plays a critical role in delivering seamless experiences for travelers around the world. We value ownership, teamwork, continuous improvement, and providing customers with support they can trust. Why Join Us Be part of a high-growth, innovative company that’s changing how people travel. Contribute to exceptional customer experiences through smart, human support. Work in a culture that values ownership, teamwork, and continuous improvement. Enjoy the flexibility of a remote work environment and opportunities to grow in a global business. About the Role As a Payments Senior Support Specialist , you’ll provide high-quality support to customers throughout their payment and booking journey, handling both routine and complex or sensitive queries. Depending on business needs and your experience, you may specialize in areas such as payment support, accounts receivable, fraud investigations, chargebacks, reconciliation, or other payments-related operations . You’ll support customers through a range of channels, including phone, live chat, and written communication , and may also proactively contact customers when follow-up or intervention is required. In this senior role, you’ll be expected to use sound judgment when resolving complex cases, support less experienced team members, and help identify opportunities to improve processes, customer experience, and team performance. Your goal is to provide accurate, secure, efficient, and empathetic support , helping customers manage their payments with confidence and stay on track with their travel plans. Key Responsibilities Be Customer Obsessed Deliver consistently high-quality, efficient, and empathetic support across phone, chat, and written channels. Take ownership of complex, sensitive, or escalated customer cases and work toward timely and appropriate resolutions. Support customers experiencing challenges with their payment plans and help them get back on track with their payments and travel plans. Communicate payment-related information clearly while maintaining accuracy, security, and confidentiality. Identify recurring customer concerns and friction points and contribute ideas to improve the overall customer experience. Be a Team Player Support and share knowledge with less experienced team members through coaching, guidance, and day-to-day collaboration. Act as a role model for customer service standards, ownership, and Pay Later Travel values. Collaborate with other teams and functions to resolve customer issues and achieve shared business outcomes. Share knowledge, insights, and best practices to strengthen team capability and performance. Have Clear Goals Understand team and business objectives and align your daily work with those goals. Take ownership of your individual performance, quality, productivity, and customer outcomes. Consistently meet established service, quality, and performance expectations. Help maintain high standards across the team by identifying opportunities for improvement and supporting agreed actions. Identify Problems and Take Action Identify recurring issues, process gaps, inefficiencies, and potential risks within payments and customer support workflows. Take initiative to resolve issues where possible or escalate them appropriately with clear information and potential solutions. Contribute to the implementation and adoption of new tools, processes, and ways of working. Provide constructive feedback on processes and systems that could improve efficiency, accuracy, or customer outcomes. Be Data-Led – Test & Learn Use available data, customer insights, and performance information to guide decisions and prioritize work. Monitor trends and identify opportunities to improve customer experience, operational efficiency, and team performance. Test new approaches and share learnings with the wider team. Contribute to a culture of continuous improvement by being open to feedback and adapting based on results. Requirements Who You Are You have several years of professional experience in payments support, fintech support, financial services, or a closely related role . You have hands-on experience handling payment-related customer queries, complex cases, or escalations . You’re comfortable working with payment platforms, CRM systems, digital tools, and other systems used to investigate and resolve customer issues. You’re confident communicating with customers through phone, live chat, and written channels , particularly when handling sensitive or complex situations. You have experience supporting, coaching, or providing guidance to less senior team members . You have strong problem-solving and decision-making skills and can exercise sound judgment when dealing with complex cases. You’re adaptable, solutions-oriented, and comfortable working in a fast-paced, remote environment. You take ownership of your work, act with urgency, and consistently maintain a high standard of accuracy and service. You’re comfortable using data and insights to make decisions and identify opportunities for improvement. You’re a collaborative team player who is willing to share knowledge and contribute to the success of the wider team.