Product Operations Specialist, Servicing at Parafin

About the Role

We are looking for a Servicing Specialist to support our merchants each day. This role will be a critical operator of the company's product suite by providing a positive payment experience for the small businesses we support.

Key Responsibilities

• →Investigate and resolve issues in the areas of processing payments, creating alternative payment plans, error handling, and other related tasks
• →Provide quality service to small business owners via email, SMS, and phone, with a focus on debugging and resolving payment issues
• →De-escalate scenarios and present resolutions for tough-to-navigate situations
• →Identify and track payment issues to ensure transparency and decrease missing payments over time
• →Provide necessary documentation, details, and evidence in a timely manner to ensure all payment issues are addressed
• →Work with the Customer Support and Funding teams to build feedback loops and processes in servicing customers
• →Work directly with management and product ops managers for ongoing improvements of the merchant experience
• →Review current processes and provide feedback on how to improve the function