Senior Payment Operations Specialist

CLIO; Toronto; Hybrid; CAD 85,000 - 116,000; Full time

Job summary

A leading company in legal payments is seeking a Payment Operations Specialist in Toronto. In this role, you will manage a team, influence key decisions around customer experience, and enhance operational efficiency. This position offers a competitive salary and comprehensive benefits in a hybrid work environment.

Benefits

Comprehensive health benefits

Flexible time off

RRSP matching

Recognition programs

Qualifications

• 2+ years of experience in the payments industry.
• 3+ years of customer success/support experience in card payments.
• Knowledge of ACH transactions.

Responsibilities

• Leading a team and interacting with customers.
• Managing operational queues to meet SLAs.
• Supporting customers with payment-related queries.

Skills

Customer service

Organizational skills

Communication skills

Data analytics

Tools

SQL

Job description

Launched in late 2021, Clio Payments is one of the fastest-growing legal payments solutions in the world, processing billions of dollars of client payments each year. The Payment Operations team, led by the Director of Payment Operations, is responsible for scaling the Clio Payments product across North America and internationally. The team manages the entire customer journey—from client intake and onboarding to dispute resolution, fraud, and credit monitoring.

Payment Operations is a critical function within Clio, focused on driving results through strategic, operational, and data-driven improvements.

Who you are :

Reporting directly to the Director of Payment Operations, we seek an experienced Payment Operations Specialist with a strong background in Payment Operations and Risk Management. You will play a key role in leading our scaling Payment Operations team, influencing decisions related to product, pricing, and customer experience while balancing process and risk.

What you'll work on :

• Leading a team and interacting with customers effectively.
• Deep understanding of the payments industry, especially card payments.
• Supporting the development of an operations function to support payments and fintech solutions.
• Collaborating on cross-functional projects with sales, customer success, product, and finance teams.
• Identifying business needs, scoping requirements, and executing Clio Payments projects.
• Reviewing and evaluating projects at various stages.
• Measuring the effectiveness of customer programs through reporting and ROI analysis.
• Identifying opportunities to increase efficiencies and develop new programs.
• Attending weekly planning meetings.
• Managing programs and strategic initiatives for Clio Payments and financial performance.
• Serving as a liaison with third-party payment service providers.
• Acting as an escalation point for customer issues and negotiations with large merchants.

Primary duties :

• Managing operational queues to meet SLAs.
• Leading and supporting Payment Operations Coordinators.
• Supporting customers with questions or escalations related to payments, safety, and onboarding.

What you may have :

• At least 2 years of payments industry experience, with knowledge of card network fees.
• At least 3 years of customer success/support experience, preferably in card payments.
• Knowledge of ACH transactions and reversals.
• Experience working with international markets in fintech or payments.
• Ability to work in a technical environment with tight deadlines.
• Strong customer service, organizational, and communication skills.

Bonus points :

• Merchant payments pricing underwriting experience.
• Data analytics skills, including SQL.
• Experience in card acquiring/issuing and compliance, fraud, risk management.
• Knowledge of AI applications in operations.

What you will find here :

We offer competitive pay, comprehensive health benefits, a hybrid work environment, flexible time off, RRSP matching, and recognition programs. The salary range for this role is $85,000 to $115,200 CAD, with offers based on experience and performance.