Payment Specialist

Summary

Join Daxko as a Payment Subject Matter Expert and guide internal teams and customers through payment systems. You will research and resolve complex payment issues, de-escalate high-stress situations, and deliver training sessions. Responsibilities include performing advanced reconciliations, analyzing trends, and representing Merchant Services in meetings. You will maintain a deep understanding of processor platforms and document resolutions. Consistently exceeding performance metrics is crucial. This role requires a deep understanding of the payments ecosystem and strong problem-solving skills.

Requirements

• A deep understanding of the payments ecosystem, including PCI compliance, credit/ACH processing, disputes, settlements, and merchant funding
• A proactive, solution-oriented mindset —you don’t just fix problems, you help prevent them
• Strong ethics and a passion for protecting sensitive customer data
• A collaborative spirit—you’re a team player who works well across departments and functions
• Ability to explain technical payment concepts clearly and simply to customers and non-technical teams
• Thrive in a fast-paced environment and remain calm under pressure
• Meticulous attention to detail and strong organizational skills
• Bachelor’s degree or equivalent work experience
• 2+ years in a customer-facing support role
• 1+ year of experience working on a payments team
• Comfort managing complex financial projects and customer escalations
• Proficiency in general PC tools and systems

Responsibilities

• Serve as the payment subject-matter expert , guiding internal teams and customers through payment systems, merchant account setups, escalations, and resolution strategies
• Research, troubleshoot, and resolve complex payment issues with precision and professionalism
• Calm the chaos —de-escalate high-stress situations with empathy, clarity, and confidence
• Lead and deliver training sessions that empower teammates and customers to better understand payment systems and best practices
• Perform advanced reconciliations across transactions, settlements, and fees to ensure accuracy and transparency
• Analyze trends in merchant issues and recommend updates to documentation, workflows, or processes to proactively improve the experience
• Represent Merchant Services in meetings with Product, Customer Success, and Support teams—serving as a translator between business needs and technical realities
• Maintain a deep understanding of processor platforms (e.g., First Data, Stripe) and stay current on payment industry developments
• Document resolutions, processes, and best practices in internal knowledge bases to ensure organizational readiness and knowledge sharing
• Consistently exceed performance metrics related to issue resolution, customer satisfaction, and quality

Preferred Qualifications

• 3+ years in customer-facing support
• 2+ years of experience in payment operations or merchant support
• Familiarity with payment processors such as First Data and Stripe

Benefits

• Flexible paid time off
• Affordable health, dental, and vision insurance options
• Monthly fitness reimbursement
• 401(k) matching
• New-Parent Paid Leave
• Casual work environments
• Remote work