Senior Payments CX Specialist

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🇬🇧 United Kingdom – Remote

⏰ Full Time

🟠 Senior

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tem

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2021

⚡ Energy

🛍️ eCommerce

☁️ SaaS

Energy • eCommerce • SaaS

tem is a company that empowers businesses to save on energy costs by directly purchasing from renewable energy generators. With its innovative RED™ product, tem simplifies the energy procurement process, offering transparency and a streamlined portal for managing contracts, quotes, and billing. The company aims to reduce the expense associated with traditional energy suppliers, enabling clients to cut energy costs by up to 25% while supporting the transition to renewable energy. tem's mission is to create accessible renewable energy solutions for all businesses, promoting sustainability and fair pricing within the energy market.

📋 Description

• Own the end-to-end payments experience: Define what “great” looks like across payment clarity, payment methods, payment timing, payment failures, and early-stage debt prevention. • Resolve complex payment cases: Handle high-complexity payment and billing queries with precision and empathy, including escalations that require cross-functional coordination. • Revenue protection through CX: Own early-stage debt prevention strategy, behavioural nudges before debt forms, and payment failure root-cause analysis to reduce churn risk. • Eliminate systemic friction: Identify, prioritise and drive fixes for recurring customer pain points in payment workflows and invoicing clarity. • Cross-functional payments SME: Partner closely with Finance service, invoicing engine, data management service, credibility service, and Product to shape roadmaps and trade-offs. • Feedback & systems ownership: Track payment friction and performance metrics, surface structured insights monthly, and influence roadmap improvements to reduce avoidable queries. • Quality standards & SLAs: Set and maintain quality standards for payments support, aligning with CX leadership and ensuring consistent customer outcomes.

🎯 Requirements

• Proven experience owning customer-facing payment or billing operations in a high-complexity environment (fintech, energy, SaaS, marketplaces, or similar) • Strong case investigation skills and comfort operating across systems and stakeholders to reach accurate outcomes • Demonstrated ability to identify patterns and drive systemic improvements (not just resolve individual tickets) • Strong partnership skills with Finance and Product, including ability to define clear requirements and prioritisation • Data-literate: can define and track metrics, interpret trends, and turn insights into action (not necessarily a data/analytics specialist) • High empathy and customer judgement, balanced with revenue protection and compliance awareness • CRM experience: confident using tools like HubSpot (or similar) and Intercom (or equivalent) to manage customer interactions, payment cases, and workflows. • Experience with payments failure modes (direct debit, card payments, bank transfers), invoicing workflows, and collections prevention • Experience in the energy industry • Experience designing CX playbooks, SLAs, and QA standards (Nice-to-haves) • Familiarity with experimentation (A/B testing) for messaging and behavioural nudges (Nice-to-haves)

🏖️ Benefits

• Competitive salary • Stock Options — everyone on the team has ownership in our mission. • 25 days holiday + public holidays — Swap public holidays for ones that matter most to you. Plus, get an extra day off for your birthday. • Remote & flexible working — We're fully remote with clear core hours, and no internal meetings on Friday afternoons. • Home working & wellbeing budgets: • Up to £1,200 / €1,200 annually to upgrade your remote setup (co-working passes, equipment, etc.). • Up to £150 / €150 monthly on anything that supports your wellbeing.