Payment Operations Manager

🕒 June 16

🇺🇸 United States – Remote

💵 $70k - $85k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

⚙️ Operations

🦅 H1B Visa Sponsor

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EverCommerce

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2016

☁️ SaaS

🤝 B2B

🛍️ eCommerce

💰 Private Equity Round on 2019-07

SaaS • B2B • eCommerce

EverCommerce is the leading service commerce platform, providing vertically-tailored, integrated SaaS solutions to over 500,000 global service-based businesses. Established in 2016, EverCommerce offers software solutions that help businesses market their services, streamline day-to-day operations, and enhance customer engagement. The company specializes in powering the service economy with digital transformation across multiple industries, including Home & Field Services, Health Services, and Fitness & Wellness. EverCommerce's technology aims to accelerate growth, improve operations, and increase retention for small and medium-sized businesses, transforming the way they interact with customers through modern digital and mobile applications.

📋 Description

• Own PayOps escalation management—serve as the primary point of contact for payments escalations from Customer Success, Implementation, and Support teams; triage, investigate, and resolve issues or route to the appropriate owner with clear documentation and timely follow-through • Lead rate review processes—manage the end-to-end workflow for merchant rate reviews, including data gathering, analysis, stakeholder coordination, and communication of outcomes to internal teams and customers • Execute updates to payment systems and workflows and ensure impacted teams are informed and aligned • Resolve payments-related support tickets requiring specialist expertise—partner with Support to handle complex payments inquiries that require deep product, processor, or workflow knowledge beyond standard support capacity • Maintain operational continuity—identify and own the recurring payments operational work that does not fit a defined project structure: process monitoring, exception handling, data hygiene, and ongoing coordination tasks that keep the payments function running day-to-day • Maintain accurate and up-to-date operational documentation—document escalation outcomes, rate review decisions, process exceptions, and coordination activities to create a reliable operational record for the payments team • Surface operational patterns and recurring issues to Payments leadership—flag trends in escalations, support tickets, or process breakdowns that may warrant broader process improvement or project intervention • Support onboarding and activation operational tasks—assist with payments onboarding workflows, activation troubleshooting, and operational hand-offs between Implementation and steady-state Customer Success

🎯 Requirements

• Bachelor’s degree in Business, Operations, Finance, or a related field; equivalent practical experience considered • 2–4 years of experience in payments operations, fintech, or SaaS customer operations • Hands-on experience with payments systems, processors, and onboarding/activation workflows; familiarity with PaySimple or similar platforms a plus • Strong problem-solving and troubleshooting skills—comfortable investigating payments issues, identifying root causes, and driving resolution across teams • Experience managing escalations or high-priority operational issues with a sense of urgency and clear communication • Proficiency with Salesforce (or similar CRM) for case management, ticket tracking, and data lookup • High attention to detail and strong documentation habits—able to maintain accurate records of escalations, decisions, and operational activity • Strong written and verbal communication; able to translate payments complexity into clear, accessible language for internal partners and customers • Collaborative and service-oriented—comfortable working across Customer Success, Support, Implementation, and Product to get things resolved • Ability to manage multiple open issues and operational tasks simultaneously without losing track of details or timelines

🏖️ Benefits

• Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid • Continued investment in your professional development • Day 1 access to a robust health and wellness benefits package, including an annual wellness stipend • 401k with up to a 4% match and immediate vesting • Flexible and generous (FTO) time-off • Employee Stock Purchase Program