Senior Payments Support Specialist — Remote

Booth and Partners; Taguig; Remote; PHP 4,075,000 - 5,643,000; Full time

Job summary

Pay Later Travel in Australia-based fintech seeks a Payments Senior Support Specialist to assist customers during payment and booking journeys, handling both routine and sensitive queries across phone, live chat, and written channels.

In this senior role, you’ll mentor less experienced teammates, contribute to process improvements, and use data to drive decisions, aiming for accurate, secure, and empathetic customer service.

Qualifications

• Several years of professional experience in payments support or fintech.
• Experience handling payment-related queries, complex cases, or escalations.
• Comfort working with payment platforms, CRM systems, and digital tools.
• Excellent communication across phone, live chat, and written channels.
• Experience coaching or guiding less senior team members.

Responsibilities

• Deliver consistently high-quality, efficient, and empathetic support across phone, chat, and written channels.
• Take ownership of complex, sensitive, or escalated cases and work toward resolutions.
• Identify recurring concerns and contribute ideas to improve customer experience and team performance.
• Collaborate with other teams to resolve issues and achieve business outcomes.
• Support and coach less experienced team members to strengthen capabilities.

Skills

Payments support

Fintech experience

Customer communication

Data driven

Remote work

Coaching teammates

Tools

CRM systems

Payment platforms

Job description

Pay Later Travel in Australia-based fintech seeks a Payments Senior Support Specialist to assist customers during payment and booking journeys, handling both routine and sensitive queries across phone, live chat, and written channels.

In this senior role, you’ll mentor less experienced teammates, contribute to process improvements, and use data to drive decisions, aiming for accurate, secure, and empathetic customer service.