Senior Payments Support Specialist (SaaS)

Senior Payments Support Specialist

Location: Remote (designated states)
Department: Payments
This position is fully remote and may be performed from one of the following U.S. states: AL, AZ, FL, GA, IN, KS, MA, MI, MS, NC, NV, OR, PA, SC, TN, TX. 
 

At Raintree, we’re not just shaping the future of therapy technology – we’re creating it. This is your chance to be part of something bigger, where your career will have game-changing, career-defining moments that propel you to new heights. We aim to be the best place for the best people, and we’re looking for ambitious, creative thinkers ready to make an impact. Whether you’re advancing AI solutions or enhancing user experiences, your work here will shape the future of therapy technology while advancing your career alongside dedicated professionals who are as committed to your success as you are. At Raintree, your ideas drive real change, your growth is limitless, and the work you do will touch millions of lives. Ready to ignite your career and leave a lasting legacy? Join us and be part of something extraordinary.
The Sr. Payments Support Specialist is responsible for resolving complex payment-related issues, supporting escalations, and driving improvements in payments implementation and support processes. This role serves as a subject matter expert on payment systems, methods, and regulations, providing guidance to internal teams and high-value clients to ensure seamless financial transactions and high customer satisfaction.  This role will be managing and optimizing Payment Facilitation operations for Raintree Payments, helping to scale the payments business by outlining and refining key processes, analytics, and strategies.  Key to this role is the person's ability to troubleshoot, navigate and solve novel challenges, having a comfort level working with a degree of ambiguity at times, and the ability to work creatively with the larger business to solve challenges.

Duties and Responsibilities
 

• Serve as a point of escalation for complex or high-impact payment issues (e.g., failed transactions, chargebacks, fraud disputes, reconciliation errors).
• Provide advanced support for a variety of payment methods including credit/debit cards, ACH, wire transfers, e-wallets, and real-time payment networks.
• Act as a point of contact for 3rd party vendors who support the PayFac solution (RT Payments).
• Partner with banks, payment processors, and third-party vendors to investigate and resolve payment anomalies.
• Analyze trends and recurring issues in payment operations; recommend and help implement process or system improvements.
• Assist in onboarding and support of enterprise clients or partners with complex payment needs.
• Ensure compliance with relevant financial regulations (e.g., PCI DSS, AML, PSD2) and internal risk policies.
• Document and update internal knowledge base with advanced troubleshooting steps and best practices.
• Mentor and support junior support staff; lead by example in customer communication and issue resolution.
• Participate in cross-functional initiatives with Product, Engineering, and Risk to improve payment flows and support scalability.
• Monitor performance metrics (e.g., resolution time, CSAT, error rate) and contribute to quarterly reporting.
• Report to leadership on operational health, total transaction volume, account utilization, and more.
• Work with internal teams on developing & expanding PayFac performance analytics.
• Monitor individual account revenue to ensure that merchant fee structures are correctly set.
• Work with legal to ensure payment offerings, systems, and associated policies are in compliance with all applicable laws and regulations.
• Actively monitor the Raintree Payment pipeline to track progress and goals.
• Champion customer feedback to improve the payment offering (as applicable).
• Facilitate cross-team coordination to ensure a positive customer experience. This includes the sales process, merchant application / implementation / training as well as ongoing account needs.
• Stay apprised of general industry trends.

Position Proficiencies and Requirements

• A degree in Accounting / Finance / Economics or equivalent experience is preferred.
• 5+ years Merchant Services experience preferably in payments operations/support roles within fintech, banking, or e-commerce.
• Experience working in a SaaS organizations with a focus on integrated payments.
• Experience collaborating positively across disciplines: Marketing, Support, Sales, Product, Customer Success.
• In-depth understanding of the payments industry -  systems, transaction lifecycle, and financial compliance.
• Experience working with payment gateways, processors (e.g., Stripe, Adyen, Worldpay), and banking APIs.
• Strong analytical and problem-solving skills; able to interpret large data sets and spot anomalies.
• Excellent written and verbal communication skills.
• Proficiency with support and ticketing systems (e.g., Zendesk, Salesforce)
• Familiarity with tools like SQL, Excel, or Looker is a plus.
• Ability to manage multiple priorities in a fast-paced, high-growth environment.
• Travel up to 25% of time