Payment Operations Analyst

Location : Guadalajara or Chihuahua, México, (Hybrid)

Type : Full-time, Contractor.

The Role

Ottimate is seeking an energetic and highly motivated Payment Operations Analyst to support and engage with our clients daily. In this role, you will provide exceptional service through email, phone, and Zoom, addressing client inquiries related to payment transactions. You’ll collaborate closely with internal teams, including Account Management, Product, and Engineering, to ensure seamless client experiences and contribute to continuous improvements in our processes.

What You'll Do

• Client Support:
• Troubleshoot client inquiries related to Virtual Credit Card, ACH, and Check payments facilitated via Ottimate.
• Respond to payment processing queries and assist clients in connecting with their vendors.
• Vendor Enrollment:
• Assist in the vendor enrollment process and address vendor questions to increase adoption of Ottimate payment services.
• Process Improvement:
• Contribute to payment-related workflows and suggest internal tool enhancements to improve team efficiency.
• Prioritize customer support requests based on urgency and professional judgment.
• Cross-functional Collaboration:
• Act as a feedback channel for potential product enhancements based on client input.
• Serve as an escalation point for complex client inquiries, coordinating with Account Management, Product, and Engineering teams.
• Client Relationship Management:
• Build strong client relationships and identify opportunities to deliver additional value to specific accounts.

Requirements

• Self-motivated with excellent problem-solving skills and a strong attention to detail.
• Quick learner capable of managing competing priorities in a fast-paced environment.
• Exposure to SaaS offerings with a passion for supporting client relationships.
• Familiarity with customer service platforms (e.g., Freshdesk, Zendesk, Jira).
• Understanding of fintech platforms and payment workflows (credit card, ACH, check).
• Education: Bachelor’s degree in Business, Finance, or a related field (preferred).
• Experience: 1-2 years in payment processing, client services, and SaaS products.
• Excellent verbal and written communication skills in English (required).

Ottimate is an equal opportunity employer that is committed to diversity and inclusion. We do not discriminate based on race, color, national origin, religion, gender, gender expression, sexual orientation, age, veteran status, disability status, or marital status. If you are excited about the role but do not meet 100% of the qualifications listed above, we encourage you to apply. Nothing in this job posting should be construed as an offer or guarantee of employment.