Payments Operations Specialist

Job title: Payments Operations Specialist

Location: Remote, United States

Contract: Permanent, full-time

About Us 

Cyncly is a global technology powerhouse with 2,400+ employees and 70,000+ customers across 100+ countries. Cyncly transforms the way customizable products and spaces are imagined, designed, sold, managed and made. Our end-to-end software solutions connect professional designers, retailers and manufacturers to the world's largest repository of product content. Today, our business spans across the Kitchen & Bath, Furniture, Window, Glass & Door, and Flooring industries with operations in North & South America, Europe, Asia Pacific and Africa.

Cyncly brings over 30 years of experience to deliver more value for our customers through an expanded portfolio of end-to-end solutions. Our global presence allows us to provide world-class support and sales with a local touch, providing the best possible customer experience. 

Cyncly is now embarking on an exciting journey as we continue to expand through strong organic growth and complementary acquisitions, backed by leading growth private equity firms specialized in technology.

Role Overview

The Payments Operations Specialist plays a vital role in executing various operational functions within the payments platform. Reporting directly to the Senior Vice President (SVP) of Payments, this position requires close collaboration with internal stakeholders to understand and prioritize payments needs. The specialist will act as a utility resource across multiple team facets, supporting both new and existing Cyncly customers with inquiries, dispute management, and other operational tasks.

Key Responsibilities

• Collaborate with the SVP of Payments to implement and execute the Cyncly Payments strategy, ensuring alignment with company goals and priorities.
• Resolve payment discrepancies and errors efficiently to maintain the integrity of the payments process.
• Work directly with customers to address payment issues or related questions, providing clear and timely support.
• Manage the dispute process, assisting merchants with responses as needed to ensure prompt resolution.
• Support new payments customers by assisting with application completion and guiding them through the onboarding process.
• Assist with scheduling and hardware ordering processes when necessary, facilitating smooth operations.
• Provide daily reporting on operational activities, identifying opportunities to improve processes.
• Seek ways to enhance the customer experience through improvements in product, process, or communication.
• Conduct quality assurance checks on merchant data and system information to maintain accuracy.
• Collaborate with technical and implementation teams to ensure clients receive the tools, training, and support needed for seamless payment experiences.
• Maintain detailed records of client interactions, issues, and resolutions, promoting transparency and continuity of service.
• Provide regular feedback and insights to internal teams regarding client needs, preferences, and challenges.

Qualifications

• Minimum of two years’ experience working in a software company with a payments integration model.
• Strong understanding of the payments industry and related products.
• Proven ability to operate within an integrated payments model and collaborate with multiple shared services in a matrix organization.
• Excellent communication and presentation skills.
• Experience with managed payment facilitation software companies.
• Experience working with Stripe on the custom connect platform is considered a plus.
• Strong problem-solving skills and the ability to address client issues promptly.
• Ability to work collaboratively with cross-functional teams, including sales, product, and technical support.

Desired Attributes

• Strong business acumen with the capability to identify opportunities for increasing revenue.
• Proactive and self-motivated, able to work independently.
• Comfortable working in a fast-paced environment with tight deadlines and shifting priorities.
• Attention to detail and dedication to delivering high-quality service.

Working for us 

At Cyncly, we call our team OneCyncly, a reflection of how we work together as one, united by our purpose: powering businesses that bring spaces to life. Our strength comes from our diversity of experiences, perspectives, and skills - and we thrive when we work together with openness, trust, and respect. 

Here, you’ll join a group of colleagues who take ownership, solve p