LatAm Contractor Experience Lead | Payments & CX

Payoneer Inc.; Puerto Rico; Hybrid; USD 60,000 - 100,000; Full time

Job summary

Payoneer Inc. is seeking experienced Customer Experience professionals to own the Contractor Management System (CMS) journey for LATAM clients. You will guide onboarding, documentation, and payouts, ensuring smooth cross‑border payments and local tax handling.

You will collaborate with Payments, Finance, Product and Engineering to resolve issues, reduce friction, and improve CSAT. Fluency in Spanish/English is essential, with Portuguese a strong plus.

Qualifications

• 5–6 years in Customer Experience, Customer Success or Account Management, ideally in contractor management, B2B SaaS payments or workforce platforms.
• Hands‑on experience in a payments company or payments operations team.
• Strong knowledge of LATAM payment rails and methods and cross‑border contractor payments.

Responsibilities

• Own CMS end‑to‑end experience for Latin America clients from onboarding to first payment and recurring payouts.
• Coordinate with Payments and Finance on invoicing, payouts and due dates, flag risks early.
• Own escalations and work with Product/Engineering to triage CMS issues.
• Build CMS content and FAQs in Spanish and Portuguese for clients and contractors.

Skills

Customer Experience

Account Management

Cross-functional collaboration

Payments operations

LATAM payment rails

Job description

Payoneer Inc. is seeking experienced Customer Experience professionals to own the Contractor Management System (CMS) journey for LATAM clients. You will guide onboarding, documentation, and payouts, ensuring smooth cross‑border payments and local tax handling.

You will collaborate with Payments, Finance, Product and Engineering to resolve issues, reduce friction, and improve CSAT. Fluency in Spanish/English is essential, with Portuguese a strong plus.