InterPayments is a San Francisco, CA-based, FinTech SaaS company sitting at the exciting intersection of payments and data intelligence. Our Mission is to empower merchants and the software vendors they use to lower payment processing costs. We create innovative data services that Fortune 1000 companies rely upon to lower fees by putting payments in competition on every swipe.
We empower dedicated team-first individuals who are driven to solve problems to foster innovation, perform at their highest potential, and make a meaningful impact - while creating meaningful relationships along the way.
Role & Purpose
This role is fully remote. This is a cornerstone role for customer satisfaction with high-impact, cross-functional collaboration across Sales, Product, Engineering, Finance, and Customer Success. You value building trust and long-term relationships, enjoy consulting customers, and find satisfaction in turning uncertainty into relief. You’re motivated by creating mutual success and solving interesting technical problems, even when the answer isn’t obvious at first.
What You’ll Do
· Support the Company’s technical operations by addressing customer questions and challenges in the InterPayments Support Center.
· Assist in onboarding and offboarding merchants.
· Monitor Support Center status queues to ensure prompt responses and appropriate use of technology to meet business goals.
· Ensure inquiries and statuses are accurately reflected in the Support Center.
· Run and present monthly reporting to ensure we’re meeting customer support goals.
· Keep management informed of FAQs, trends, and response times.
· Manage external customer communications regarding upcoming changes or issues.
· Monitor and respond to customer inquiries; build long-term relationships with customers.
· Become an expert in InterPayments’ products and identify areas for improvement; document processes to reduce future support issues and speed time-to-resolution.
Team Leadership and Operations
· Define and continuously improve SLAs, escalation paths, and on-call rotations.
· Establish a knowledge base and standard operating procedures for repeatable excellence.
· Partner tightly with Product and Engineering to triage, track, and close issues; feed learnings back into roadmap and implementation processes.
· Develop KPIs and dashboards (e.g., first response time, time to resolution, CSAT) and drive operational reviews.
Requirements (Must-Have)
· 2+ years of technical support experience in the payments industry, including hands-on payment gateway experience (e.g., API-based integrations, webhooks, tokenization, auth/capture/settlement, decline codes). Gateway experience is required.
· A desire to own outcomes; self-starter who can execute with minimal supervision, prioritize, balance multiple items, and meet deadlines.
· Client relationship management skills; able to engage in both business-level and technical conversations across customer stakeholders.
· Strong product sense; energized by solving difficult user problems.
· Clear, decisive written and verbal communication skills.
· Familiarity with APIs and ability to explain API concepts to technical and non-technical audiences.
· Comfort experimenting with new strategies and technologies (including AI) to improve impact and communication.
· Proven ability to work cross-functionally with internal teams and external parties; responsible and accountable with strong follow-through.
· Attention to detail, deep curiosity, calm under pressure, and strong customer empathy.
Who You Are
You uncover complex problems and find professional fulfillment in solving them. You put yourself in the customer’s mindset to anticipate issues before they happen.
· Team-oriented: you thrive in inclusive, collaborative environments and step up for your teammates.
· Impact-driven: you take pride in being trusted to deliver results and embrace a growth mindset.
· Structured decision maker: you investigate root causes, simplify, and consider 2nd/3rd order effects—optimistically paranoid about unknowns.
InterPayments’ Values
· Customers and mission first: we align our goals with customer outcomes and our mission and keep their perspective central in decisions.
· Always build trust: we focus on the long-term, assume good intent, act ethically, and are responsive and reliable in every interaction.
· Do the hard(er) thing: we reject complacency, seek honest feedback, stay relentlessly curious, simplify complexity, and make data-driven decisions—even when it takes more work.
InterPayments’ core values are the building blocks of how we achieve our mission: Obsess about our Customers’ and Partners’ Needs; Be Relentless, Resilient, and Responsive; Collaborate with Teammates, Customers, and Partners; Act with Integrity and Empathy; Outperform your Potential; and Communicate Honestly and Respectfully.
InterPayments is an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status, and encourage all qualified applicants to apply.
Mission In the US alone, 5% of merchant revenues are lost to payments costs (that number is 11% in Europe). Transaction cost data is a one-sided market set by banks/card networks against non-collectively organized merchants. This leads to less innovation, higher payments fees, and high switching costs. Our mission is to create a global two-sided market in merchant transaction cost data. A transparent data marketplace will improve innovation and lower costs for both merchants and consumers. To do this, we’ve built a payments data-as-a-service (DaaS) company for merchants. Our core technology real-time calculates a merchant's exact fees on every card transaction before authorization. We combine all the foundational data required to process any card payment, regardless of the payment provider. We are unique because we expose it to merchants prior to processing the payment. This means merchants better understand their transaction costs and do something about them. With us, merchants can finally do simple things they cannot do today: negotiate better processing rates with industry data; easily switch payment providers with limited switching costs; and put payment providers in competition on every transaction. Amazon highlighted this pain point in September 2021: "The cost of accepting card payments continues to be an obstacle to providing the best prices for customers. These costs should be going down over time with innovation and technological advancements...yet, some cards' cost of payments continue to stay high or even rise." About US We're a 100% remote team. We promote supreme trust in one another to achieve our mission of helping merchants. We do whatever it takes to meet deadlines, achieve goals, and obsess over customer needs. At the same time, we ruthlessly prioritize so that our precious, invaluable time is efficiently and flexibly used towards its best use. This includes meaningful work and all the things that make for a meaningful life outside of work.
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