Payments Operations Lead

About Tekmetric

Tekmetric is the all-in-one, cloud-based platform helping auto repair shops run smarter, grow faster, and serve customers better.

Built by a shop owner and shaped by the needs of the industry, Tekmetric brings together innovation, real-world experience, and a thriving community to help shops thrive - not just survive. From running a shop, to securing payments to engaging customers, our platform simplifies operations so shop owners can focus on what really matters: delivering exceptional service, earning trust, and growing sustainably.

Officially founded in Houston in 2017, Tekmetric has grown from a single shop’s vision to the industry’s leading solution - all by staying true to our values of transparency, integrity, innovation, and a service-first mindset. 

But we’re not just building software. We’re building a movement. We’re empowering repair shops to rise above the daily grind, create meaningful connections with their customers, and lead the industry forward - one interaction at a time.

Come build with us. Join the journey. Shape the future of auto repair.

About This Role

As the Payments Operations Lead, you will play a key role in guiding the Payments Support, Credit, and Risk teams, ensuring smooth day-to-day operations and an exceptional merchant experience. This position combines elements of assistant management with team leadership, balancing operational oversight, process optimization, and hands-on support. You will serve as a point of escalation, mentor team members, and collaborate cross-functionally to deliver efficient, compliant, and merchant-focused payment services.

What You’ll Do

• Operational Leadership
• Oversee daily operations for the Payments Support, Credit, and Risk teams, ensuring merchant inquiries and issues are resolved promptly and professionally.
• Serve as a primary point of escalation for complex operational issues related to Tekmetric Payments, providing timely and effective resolutions.
• Monitor phone and ticket queues, stepping in to assist with merchant interactions as needed to maintain service levels.
• Track and report on KPIs related to team performance and merchant satisfaction.
• Ensure the team has access to the tools, resources, and information needed to perform at their best.
• Issue Resolution & Compliance
• Investigate and resolve payment-related issues, identify root causes, and collaborate with internal teams and external partners on long-term solutions.
• Review and approve payment arrangements for past-due balances, merchant compensation requests, and account adjustments.
• Collaborate with Risk and Credit Analysts to detect and respond to suspicious activity, mitigating potential fraud and compliance risks.
• Educate customer-facing teams on policies, operational guidelines, and compliance requirements for accepting payments.
• Process Improvement & Training
• Identify opportunities to enhance the merchant experience, streamline workflows, and increase automation.
• Monitor merchant interactions for quality assurance and coach team members to improve service delivery.
• Partner with management to align operational practices with broader business objectives.
• Lead or coordinate training sessions to develop team capabilities and close skill gaps.
• Foster a culture of accountability, innovation, and continuous improvement within the Payments Operations team.
• Cross-Functional Collaboration
• Work closely with Payments Sales, Customer Support, Onboarding, and Customer Success teams to deliver a cohesive and merchant-centric payments experience.
• Act as a liaison between operations and other departments to ensure a smooth merchant onboarding and support process.

What You’ll Bring

• 3+ years of experience in the merchant acquiring business for a financial institution, payment processor, or Independent Sales Organization (ISO).
• Strong knowledge of payment gateways, processors, and the transaction lifecycle.
• Familiarity with industry regulations (PCI-DSS, NACHA, etc.) and risk management best practices.
• Proven ability to lead teams, manage escalations, and drive process improvements.
• Excellent verbal and written communication skills, with the ability to address both internal stakeholders and merchants effectively.
• Strong interpersonal skills with a customer-first mindset.
• Participation in Merchant Acquirers Committee (MAC) preferred.
• Proficiency in Stripe, Salesforce, Excel, and Google Sheets preferred.

Who You Are

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