Pay Operations Specialist

Phorest Software; Philadelphia (Philadelphia County); Remote; USD 60,000 - 90,000; Full time

Benefits offered by this job

Fully employer-paid benefits

401(k) options

Career development resources

Social events

Employee Resource Groups

Job summary

A prominent software company is seeking a Payments Operations Specialist to support day-to-day payment operations and resolve customer inquiries. The role requires experience in payments or customer support and effective communication. The position is remote and offers comprehensive employer-paid benefits, including medical and dental, as well as opportunities for career development.

Qualifications

• 1+ years of experience in payments, risk, or treasury operations.
• Strong communication and interpersonal skills.
• Ability to work independently and manage multiple projects.

Responsibilities

• Triage and resolve customer payment issues efficiently.
• Support onboarding team to set up Phorest Pay.
• Manage chargebacks and monitor fraud metrics.
• Support training for customer-facing teams.

Skills

Payments operations

Customer support

Communication skills

Problem-solving

Risk management

Job description

This is a remote position. We are accepting applications from candidates in the following locations for this exciting opportunity:

• USA: Arizona, Connecticut, Florida, Illinois, Maryland, Massachusetts, New Jersey, New York, North Carolina, Ohio, Oklahoma, Pennsylvania, Texas and Utah
• Canada: Ontario, Quebec

About Phorest

Phorest powers 11,000 hair and beauty salons using our software across the globe. Our aim is to capture 25% of the market globally – that’s one million salons and a billion‑dollar company.

We are growing and would like to add a new member to our team. You will join a group of highly motivated individuals, to help us grow Phorest faster.

The Opportunity

We’re looking for a Payments Operations Specialist to join our growing North America team. In this role, you’ll support the day-to-day payments operations, including handling customer inquiries, monitoring fraud metrics, managing chargebacks, and assisting our onboarding, customer service, and sales teams. You’ll also collaborate closely with our global payments team to become an expert in PhorestPay and the broader payments industry.

Beyond core operations, you’ll play a key role in ad‑hoc initiatives and projects that drive revenue, improve processes, and enhance the customer experience across our payments ecosystem.

If you’re a proactive problem‑solver who thrives in a fast‑paced environment, we’d love to hear from you! At Phorest, we’re committed to fostering a diverse and inclusive workplace where every team member’s contributions are valued.

What You’ll Do

• Triage and resolve customer payment issues in a timely and efficient manner by working with internal teams and external partners.

• Support our Onboarding team to set up Phorest Pay for our customers.

• Manage chargebacks to ensure customer representations are filed on time with sufficient information.

• Monitor fraud metrics for the North American market.

• Support training for customer‑facing teams on Phorest Pay for North America.

• Collaborate with the Phorest Pay global operations, commercial and product teams to expedite customer requests and pain‑points, and support rollout of new fixes and features.

• Ad‑Hoc Projects & Strategic Initiatives:

  • 1099‑K Management: Support the annual issuance process for U.S. customers, including additional complexities from tipping and SE accounts.

  • Contract Rollout: Assist in rolling out new contracts to NA customers to drive pay revenue, including rate incentives, minimum spend commitments, and breakage enforcement.

  • Pay Product Rollout Support: Help manage escalations and account queries during the rollout of Buy Now Pay Later and 2026 U.S. capital lending initiatives.

  • Rate Reductions & Other Revenue Initiatives: Assist with ad‑hoc projects to optimize pricing and revenue generation.

Who You Are

• 1+ years of experience in payments, risk or treasury operations at a merchant, payments processor, platform/marketplace, gaming/gambling or tech company (preferred).

• Customer support experience is a strong advantage.

• Strong communication and interpersonal skills, with the ability to work collaboratively across teams.

• Ability to work independently and manage multiple projects simultaneously.

• Naturally curious with a problem‑solving mindset, always digging deeper to understand the 'why' behind complex issues.

Benefits

🧘Phorest currently offers a range of fully employer‑paid benefits including Medical, Dental, Life, AD&D, Short Term Disability, an EAP, and wellness perks.

💰Employees also have access to optional extras, such as a 401(k) and a range of upgraded insurance options.

🤓Career development is important to us. We even have our own in‑house Learning and Development/Business coach and many online resources including LinkedIn learning.

😎We like to have fun, build camaraderie through regular social events.

👯Phorest also encourages Employee Resource Groups, you will have the opportunity to join or champion a club, society, or group.

Equal Opportunity Employment

Phorest is an equal opportunities employer. We value diversity at our company and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized folks tend to only apply when they check every box. So if you think you have what it takes, but don’t necessarily meet every single point on the job description, please still get in touch. We’d love to have a chat and see if you could be a great fit.