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Training lead
4 months ago
From one tiny Santa Monica office in 2014, we now have offices in 15 major cities worldwide, delivering 100%+ YoY revenue growth in recent years. In this short time span, we have developed some of the most progressive teams and technologies and continue innovating how B2B music is researched, discovered, created, and transacted.
With these capabilities, we’ve helped our clients grow their businesses and foster positive brand affinity with their respective audiences – all through the power of music. We’re thrilled to celebrate their success and are proud our efforts have been recognized across the creative industry. We are looking for a Support Payments Specialist to come on board and join our team. The Support Payments Specialist will be responsible for all payment-related support tasks, across the portfolio of Songtradr Group products. It will incorporate oversight of all Tier 1 payment work, overseen by other team members as well as the direct management of all Tier 2 and escalated cases.
The role will work closely with counterparts in the Engineering, Finance and Fraud teams and will be a key stakeholder in several key transformation projects including the upgrading of a legacy payment stack and consolidation of the user experience around payment activities (inbound and outbound).
You maintain a positive and transparent relationship with rights holders and buyers related to financial transactions.
You serve as the support person who makes judgment calls about especially tricky cases and situations around payments, tax issues, and sales reports.
You identify new tax, accounting, and payment problems or bugs (PayPal, credit cards, gift cards, and any other payment method we introduce). Triage and prioritize important topics to escalate to the Payments Engineering team and communicate them to the wider Support team.
You propose new solutions, & policies to improve payments-related support work, striving to maintain positive relationships when there are issues that need to be addressed.
You contribute to the implementation of a new payments infrastructure, as a key stakeholder in the cross-functional project team. Providing feedback where payments-related features can be improved for users or the support team.
Your writing is clear, concise, empathetic, and 99.You have at least 5 years of customer support work under your belt in a SaaS setting. Ideally, that experience was gained in a marketplace software company.
You live in the UK and are willing to work standard US business hours during the training period (around 8 weeks).
After the training period is over, your workday will need to accommodate reasonable overlap with US business hours due to the collaborative nature of the role
You are organised and effective at time management
Flexible remote/hybrid work dependent on role
Paid vacation time
