Responsibilities
- Own the end-to-end payments experience: Define what “great” looks like across payment clarity, payment methods, payment timing, payment failures, and early-stage debt prevention.
- Resolve complex payment cases: Handle high-complexity payment and billing queries with precision and empathy, including escalations that require cross-functional coordination.
- Revenue protection through CX: Own early-stage debt prevention strategy, behavioural nudges before debt forms, and payment failure root-cause analysis to reduce churn risk.
- Eliminate systemic friction: Identify, prioritise and drive fixes for recurring customer pain points in payment workflows and invoicing clarity.
- Cross-functional payments SME: Partner closely with Finance service, invoicing engine, data management service, credibility service, and Product to shape roadmaps and trade-offs.
- Feedback & systems ownership: Track payment friction and performance metrics, surface structured insights monthly, and influence roadmap improvements to reduce avoidable queries.
- Quality standards & SLAs: Set and maintain quality standards for payments support, aligning with CX leadership and ensuring consistent customer outcomes.
Requirements
- Proven experience owning customer-facing payment or billing operations in a high-complexity environment (fintech, energy, SaaS, marketplaces, or similar)
- Strong case investigation skills and comfort operating across systems and stakeholders to reach accurate outcomes
- Demonstrated ability to identify patterns and drive systemic improvements (not just resolve individual tickets)
- Strong partnership skills with Finance and Product, including ability to define clear requirements and prioritisation
- Data-literate: can define and track metrics, interpret trends, and turn insights into action (not necessarily a data/analytics specialist)
- High empathy and customer judgement, balanced with revenue protection and compliance awareness
- CRM experience: confident using tools like HubSpot (or similar) and Intercom (or equivalent) to manage customer interactions, payment cases, and workflows.
Nice to Have
- Experience with payments failure modes (direct debit, card payments, bank transfers), invoicing workflows, and collections prevention
- Experience designing CX playbooks, SLAs, and QA standards
- Familiarity with experimentation (A/B testing) for messaging and behavioural nudges
- Experience in the energy industry
Benefits
- Competitive salary
- Stock Options — everyone on the team has ownership in our mission.
- 25 days holiday + public holidays — Swap public holidays for ones that matter most to you. Plus, get an extra day off for your birthday.
- Remote & flexible working — We're fully remote with clear core hours, and no internal meetings on Friday afternoons.
- Home working & wellbeing budgets: Up to £1,200 / €1,200 annually to upgrade your remote setup (co-working passes, equipment, etc.). Up to £150 / €1,500 monthly on anything that supports your wellbeing.
Additional Information
- We review salaries twice a year using real-time market data, with transparent, consistent pay for the same role and level.
