Payment Processing Specialist

ABOUT TRIBUTE TECHNOLOGY:

At Tribute Technology, we make end-of-life celebrations memorable, meaningful, and effortless through thoughtful and innovative technology solutions. Our mission is to help communities around the world celebrate life and pay tribute to those we love. Our comprehensive platform brings together software and technology to provide a fully integrated experience for all users, whether that is a family, a funeral home, or an online publisher. We are the market leader in the US and Canada, with global expansion plans and a growing international team of more than 400 individuals in the US, Canada, Philippines, Ukraine and India.

ABOUT THE ROLE:

The Payment Processing Specialist supports high-value, complex, and multi-location merchant clients and serves as a subject matter expert for payment-related onboarding, setup, and ongoing support. This role requires a strong understanding of merchant processing services, reporting, and transaction flows, as well as the ability to work autonomously in a fast-paced environment. The Payment Processing Specialist partners closely with cross-functional teams to drive timely resolution, improve processes, and deliver an excellent client experience for sophisticated merchant clients.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Maintain excellent and up-to-date knowledge of features, products and services and leverage this information to act quickly and make sound decisions.
• Act as a primary point of contact for complex merchants, owning payment onboarding from setup through activation and providing escalated support and client education in an integrated SaaS payments environment.
• Support multi-location and multi-entity clients with consolidated SaaS workflows and individual merchant accounts.
• Analyze transaction behavior and merchant reports to identify root causes, trends, and potential risks.
• Translate technical or processing-related issues into clear, accurate, and client-facing explanations.
• Collaborate cross-functionally with internal teams to document, escalate, and resolve complex processing issues and product defects, partnering closely with Product and Engineering via Jira.
• Provide guidance and support to the broader Payments Support team as needed to resolve escalated or complex cases.

EDUCATION AND/OR EXPERIENCE

• College or University Degree.
• College or university degree preferred.
• 2–4+ years of experience in merchant processing, payments operations, or financial services support.
• Hands-on experience supporting complex merchants, enterprise clients, or multi-entity account structures.
• Strong understanding of card processing fundamentals, including authorizations, settlement, funding, chargebacks, and fees.
• Experience handling escalations and client-facing issue resolution.
• Experience supporting PayFac, marketplace, or multi-entity payments models within an integrated SaaS platform, including processors such as Stripe or ProPay, is an asset.
• Experience with HubSpot Service Helpdesk and Jira is considered an asset.

KNOWLEDGE, SKILLS, AND ABILITIES

• Demonstrated ability to confidently engage with sophisticated, high-value clients
• Strong analytical skills with the ability to quickly assess complex issues and determine appropriate next steps
• Ability to work effectively in a fast-paced environment while managing multiple competing priorities
• Comfort making sound decisions with incomplete information in time-sensitive situations
• Ability to remain calm, professional, and solution-oriented during escalations
• High level of ownership and accountability for outcomes
• Excellent organizational skills and attention to detail
• Strong oral and written communication skills
• Ability to handle sensitive and confidential information with discretion
• Working knowledge of Microsoft Excel, Outlook, and Word

WHAT WE OFFER YOU:

• Great benefits package (401k Match, Cigna for health, vision, dental, PTO, Paid Holidays. . .)
• An outstanding collaborative work environment
• Fully Remote within North America

We are not sponsoring visas at this time.