Support Payments Lead

5 months ago

London, United Kingdom Songtradr Full time

**Support Payments Lead: Job Description**
**UK - FT Perm**

**Company Description**

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. Our clients include Google, Adidas, Netflix, VRBO, Fenty, and many more.

We’re thrilled to celebrate their success and are proud our efforts have been recognized across the creative industry. Our teams regularly receive top awards such as Cannes Gold Lion, D&AD, Clios, Music and Sound Awards, London International Awards, Transform, and more. And yet, our work is far from done. We will continually challenge ourselves, question, and strive for excellence. All done with a shared love of music and technology and changing the industry for good.

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.

This responsibility will include Rightsholder Payouts, Checkout Issues and Taxation. 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).

**Main Job Duties**
Your role would include, but not be limited to the following:

- You maintain a positive and transparent relationship with rights holders and buyers related to financial transactions.
- You accumulate deep knowledge, minute detail, and an intricate understanding of how payments function across the Songtradr Group.
- You clarify and improve the documentation, both internal and external, relating to payments, with an eye to transparency, clarity, and fairness.
- 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.

**Desired Skills & Experience**
- Your writing is clear, concise, empathetic, and 99.9999% of the time typo-free. Your grammar is impeccable. Full stop.
- You can retain an enormous, ever-changing set of specific details, and live for the little blast of dopamine that comes from connecting the pieces.
- You are familiar enough with HTML/CSS/JavaScript to know when opening your browser’s page inspector will be especially illuminating. Bonus points for basic SQL skills.
- 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 have at least 3 years of experience in a global payments-oriented role.
- 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

**Personal Attributes**
- You love music and are passionate about Songtradr’s mission to increase the value of music for all
- You are organised and effective at time management
- You love working in a fast-paced environment and enjoy multitasking

**How You’ll Fit Songtradr’s Culture**

CONSCIOUSLY COLLABORATIVE:
You understand ‘team’ and collaborate with kindness and respect

HUMBLY CONFIDENT:
You’re confident but are never arrogant

DILIGENTLY DRIVEN:
You’re self-motivated, hard-working, and get results

INNOVATIVE SOLUTIONS:
You’re positive, open, and passionate about finding innovative solutions

GOOD BUSINESS FOR ALL:
You do what’s good for the business

**Perks of the Job**
- Flexible remote/hybrid work dependent on role
- Health care benefits
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