InterPayments is a San Francisco, CA-based, FinTech SaaS company sitting at the exciting intersection of payments and data intelligence. Our Mission is to empower merchants and the software vendors they use to lower payment processing costs. We create innovative data services that Fortune 1000 companies rely upon to lower fees by putting payments in competition on every swipe.
We empower dedicated team-first individuals who are driven to solve problems to foster innovation, perform at their highest potential, and make a meaningful impact - while creating meaningful relationships along the way.
Role & Purpose
This role is fully remote. This is a cornerstone role for customer satisfaction with high-impact, cross-functional collaboration across Sales, Product, Engineering, Finance, and Customer Success. You value building trust and long-term relationships, enjoy consulting customers, and find satisfaction in turning uncertainty into relief. You’re motivated by creating mutual success and solving interesting technical problems, even when the answer isn’t obvious at first.
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What You’ll Do
· Support the Company’s technical operations by addressing customer questions and challenges in the InterPayments Support Center.
· Assist in onboarding and offboarding merchants.
· Monitor Support Center status queues to ensure prompt responses and appropriate use of technology to meet business goals.
· Ensure inquiries and statuses are accurately reflected in the Support Center.
· Run and present monthly reporting to ensure we’re meeting customer support goals.
· Keep management informed of FAQs, trends, and response times.
· Manage external customer communications regarding upcoming changes or issues.
· Monitor and respond to customer inquiries; build long-term relationships with customers.
· Become an expert in InterPayments’ products and identify areas for improvement; document processes to reduce future support issues and speed time-to-resolution.
Team Leadership and Operations
· Define and continuously improve SLAs, escalation paths, and on-call rotations.
· Establish a knowledge base and standard operating procedures for repeatable excellence.
· Partner tightly with Product and Engineering to triage, track, and close issues; feed learnings back into roadmap and implementation processes.
· Develop KPIs and dashboards (e.g., first response time, time to resolution, CSAT) and drive operational reviews.
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Requirements (Must-Have)
· 2+ years of technical support experience in the payments industry, including hands-on payment gateway experience (e.g., API-based integrations, webhooks, tokenization, auth/capture/settlement, decline codes). Gateway experience is required.
· A desire to own outcomes; self-starter who can execute with minimal supervision, prioritize, balance multiple items, and meet deadlines.
· Client relationship management skills; able to engage in both business-level and technical conversations across customer stakeholders.
· Strong product sense; energized by solving difficult user problems.
· Clear, decisive written and verbal communication skills.
· Familiarity with APIs and ability to explain API concepts to technical and non-technical audiences.
· Comfort experimenting with new strategies and technologies (including AI) to improve impact and communication.
· Proven ability to work cross-functionally with internal teams and external parties; responsible and accountable with strong follow-through.
· Attention to detail, deep curiosity, calm under pressure, and strong customer empathy.
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Who You Are
You uncover complex problems and find professional fulfillment in solving them. You put yourself in the customer’s mindset to anticipate issues before they happen.
· Team-oriented: you thrive in inclusive, collaborative environments and step up for your teammates.
· Impact-driven: you take pride in being trusted to deliver results and embrace a growth mindset.
· Structured decision maker: you investigate root causes, simplify, and consider 2nd/3rd order effects—optimistically paranoid about unknowns.
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InterPayments’ Values
· Customers and mission first: we align our goals with customer outcomes and our mission and keep their perspective central in decisions.
· Always build trust: we focus on the long-term, assume good intent, act ethically, and are responsive and reliable in every interaction.
· Do the hard(er) thing: we reject complacency, seek honest feedback, stay relentlessly curious, simplify complexity, and make data-driven decisions—even when it takes more work.
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InterPayments’ core values are the building blocks of how we achieve our mission: Obsess about our Customers’ and Partners’ Needs; Be Relentless, Resilient, and Responsive; Collaborate with Teammates, Customers, and Partners; Act with Integrity and Empathy; Outperform your Potential; and Communicate Honestly and Respectfully.
InterPayments is an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status, and encourage all qualified applicants to apply.
Top Skills
What We Do
InterPayments is not a gateway or processor. We are for mid- and enterprise-size merchants who are dissatisfied with high credit card fees. Our surcharging technology works like your sales tax engine - but for card fees. Compliantly recover fees within your existing payment process without changing payment providers. We contractually guarantee compliance with the 67 jurisdictions that govern surcharging.
Alternative surcharging programs simply offer 3.5% fixed rate processing terms without compliance guarantees. They force surcharging across all transactions, have no integrations into your ERP/CRM, and profit by forcing you to pass along their high fees to your customers.
InterPayments' technology is an integrated SaaS. We work with any gateway or processor. We integrate end-to-end with your existing payments flow from payment application to accounting in your general ledger. We offer variable rate surcharging for interchange plus processing terms. And we allow you to customize who, what, where, and how much you surcharge - at the click of a button.
Merchants, payment software vendors, and merchant acquirers use InterPayments to recover processing fees without compliance risks
