Key Facts

Remote From:

Full time

Mid-level (2-5 years)

English

Hard Skills

Payment Processing Customer Relationship Management Cross-Functional Collaboration Data Entry Support Engineering Risk Awareness Product Knowledge HubSpot CRM Slack (Software) Customer Centricity Organizational Structure

Other Skills

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Customer Service
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Record Keeping
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Troubleshooting (Problem Solving)
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Collaboration
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Time Management
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Verbal Communication Skills
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Willingness To Learn
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Problem Solving

Roles & Responsibilities

1-2+ years of experience in a customer support or related role, preferably in payments, fintech, or an adjacent field
Excellent verbal and written communication skills with the ability to convey technical information clearly
Strong problem-solving abilities with a customer-focused mindset
Proficiency with CRM software and ticketing systems (preferably HubSpot) and Slack; highly detail-oriented data entry

Requirements:

Serve as the first point of contact for platform customers, handling inbound inquiries via phone, email, chat, and other channels
Provide timely, accurate responses, troubleshoot issues, and offer solutions to ensure customer satisfaction; document interactions in CRM
Collaborate with cross-functional teams including Technical Support, Platform Success Managers, Risk, and other Payment Operations teammates; escalate as needed
Assist in the development and improvement of support processes; follow through to ensure issues are resolved and gather customer feedback

Rainforest

About Rainforest

Rainforest is a Payments-as-a-Service (PaaS) provider. We help software companies build and optimize embedded financial services so that they can provide a best-in-class payments experience for their end merchants without the risk, compliance, and operational burdens of registering as a payments facilitator with the card networks. Analysts estimate that by 2030, 75% of all payments globally will be processed via software versus traditional banking channels. Rainforest helps software platforms navigate this massive evolution, by enabling them to drive significant new revenue and improve customer retention by enabling their customers (“merchants”) to accept and send payments. Rainforest is the only payments provider built from the ground up to specifically support the unique needs of vertical software platforms. We provide highly-customizable, low-code, white-label integration technology, fully embedded payments and reporting, and a platform-specific merchant underwriting model. Our PaaS approach is unique because clients don’t have to make tradeoffs between a lightweight referral partnership and building payments infrastructure in-house. Instead, they get the benefits of both worlds: strong unit economics with no upfront costs, plus full ownership and portability of their customer data. Rainforest is led by industry experts, former vertical-SaaS executives, and payments consultants who have spent decades in the payments buyer’s seat. We built Rainforest to be the payments provider we always wanted.

Founded: 2018

Company size: 11 - 50

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Job description

Who is Rainforest?

Rainforest is an early stage payments-as-a-service startup that has developed a solution that makes monetizing payments for vertically focused software platforms fair and simple.

We focus on small-to-mid sized platforms that want to add value to their small business customers through embedded payments — and want to do so without adding operational or regulatory burdens or costs.

Led by a successful repeat fintech founder with deep knowledge of the industry, and with venture backing from a Top 10 VC firm, Rainforest is well positioned to make an impact in the payments-as-a-service space, and we're looking for new team members who want to be a part of this journey!

Who are we looking for?

We are seeking a dedicated and customer-oriented Payments Ops Specialist to join our team. In this role, you will be the first point of resolution for platform customers facing challenges, difficulties, or who have questions regarding the Rainforest product.

What are some of the high-impact opportunities you’ll tackle?

Handling inbound requests through multiple communication channels (phone, email, chat, etc.) from platform customers and internal teams.
Providing timely and accurate responses to inquiries, troubleshooting issues, and offering solutions to ensure customer satisfaction.
Collaborating with and escalating to cross-functional teams including technical support, Platform Success Managers, Risk, and other Payment Operations teammates.
Maintaining records of customer interactions, inquiries, and resolutions using CRM software and/or other designated systems.
Assisting in the development and improvement of support processes and procedures to enhance efficiency and effectiveness.
Following through with customers to ensure issues are resolved satisfactorily, gathering feedback for continuous company improvement.
Participating in training sessions and staying up-to-date on product knowledge, policies, and procedures to provide accurate and up-to-date information to customers.

This opportunity is for you if you have / are:

1-2+ years of experience in a customer support or related role, preferably in payments, fintech, or an adjacent field.
Excellent communication skills, both verbal and written, with the ability to convey technical information clearly and concisely.
Strong problem-solving abilities and is passionately customer-focused to effectively address inquiries and resolve issues.
Ability to work well independently as well as collaboratively in a fast-paced environment
Organized and time-efficient in prioritizing tasks to meet deadlines.
Proficiency in using CRM software, ticketing systems, and other relevant tools for managing customer interactions and data entry, preferably HubSpot and Slack.
Incredibly detailed orientated and fixated on accuracy in data entry and record-keeping tasks.
Adaptability and willingness to learn new technologies and processes.

We offer a comprehensive health benefits package, unlimited paid time off, paid parental leave, a fun and flexible working environment, and continuously invest in our people and our culture.

If you require any accommodations throughout the pre-employment process, please contact our HR team at hr@rainforestpay.com

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