Payment Services Associate

Payment Services Associate
Location: Hybrid in New York City (3 day in-office requirement)

Qualifications:

• 2-4 years of relevant work experience
• Strong communication skills, with the ability to handle high-pressure conversations
• Excellent time management skills by being able to balance multiple projects at one time
• Driven to grow and take on new responsibilities within a team, while being a great collaborative team player
• Comfortable in a fast-paced startup environment, while being able to stay patient while managing a variety of situations
• Prior experience supporting customers within Payment Operations preferred
• Prior experience utilizing Zendesk is a plus
• Bonus points for experience working with small businesses in a customer experience or customer support capacity
• Bonus points for prior experience working for a tech startup or a similar environment driven by the vision and success of the company

A day in the life and how you’ll make an impact:

• Provide support to customers through live conversations via telephone, email and live chat
• Prioritize customer needs, while resolving issues in a timely manner
• Improve product needs by understanding trends in support related topics
• Maintain strong communication with clients by improving their customer experience through gathering product feedback and customer insights
• Work cross-functionally throughout all departments to work through any customer product issues
• Manage and document all worked performed within the customer support inquiry

About the team:

As a Payment Services Associate within our Payment Operations team, you will be managing and resolving transactions that deviate from their expected processing pathways. These transactions, commonly referred to as experiencing an "unhappy flow," encounter disruptions or irregularities during processing. The Payment Services Associate will conduct initial assessments, triage problematic payments, and work to identify and address issues to ensure smooth progression and successful transaction completion. This role demands attention to detail, problem-solving skills, and the ability to collaborate cross-functionally to resolve payment discrepancies efficiently.

About Melio USA: 

• Competitive compensation packages: We strive to make each and every employee feel valued and appreciated. 
• The annual base salary range for this position is  $60,000 - $70,000
• Medical, dental, vision: We offer highly competitive and selected plans with 100% coverage, FSA and HSA.
• 401K matching and stock options: Feel the investment of working at a hyper-growth startup.
• Wellness: We take a holistic approach to wellness at Melio with a focus on providing financial, physical, emotional, social, and community support for our employees. 
• Time Off: Time to rest and recharge is a priority for us. We offer competitive vacation time, sick days, holidays, parental leave and wedding days to allow you to take the time you need, when you need it. 
• Food perks: Enjoy our fully stocked kitchens, along with a weekly Seamless stipend and plenty of catered meals each week. 
• Office culture: Thrive in our collaborative offices in New York City or Denver, in a hybrid working environment. We are dog friendly as well!
• Growth and development: Lean on the diverse team to foster professional and personal growth through workshops, mentorship programs, and team building activities. 

Melio builds business-to-business (B2B) payment tools so small business owners can spend less time in the back office and more time on their craft. As the fastest-growing B2B payment platform in the US, Melio is working hard to find new and better ways to help small businesses succeed in the ways that work best for them.

Melio's diversity, equity and inclusion efforts have always been a top priority within our team. We are an Equal Opportunity Employer, and all of our employees encompass different strengths, experiences and backgrounds. DEI within Melio prioritizes race, gender, age, disability status, veteran status, sexual orientation, religion and many other parts that make up one's identity. Having a diverse team across all offices is key to our success, and inclusion is each #TeaMelio member's responsibility. Melio accepts job applications on an ongoing basis until the position is filled. If you are interested in applying for this job opportunity, please do so directly on our careers page (or if you’re here already, scroll down and apply now!). This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.