Job Description
Swooped is a Talent Platform (not a staffing agency). We are not the employer for this role and do not make hiring decisions. Clicking "Apply" takes you to Swooped to review the role and hiring company details. About the Opportunity The company is a next-generation Payments Infrastructure and Monetization Platform purpose-built for vertical software companies. Through a single, developer-friendly API with low-code embedded payment components, the organization enables platforms to seamlessly embed, monetize, and operationalize payments—making payments a core part of their platform and business model. By unifying payment acceptance, payment issuance, and advanced payment operations tooling, the platform empowers software companies to manage and move money through a single infrastructure stack that delivers total control over the payments experience. Built to scale with PCI DSS 4.0 and SOC 2-compliant security, the infrastructure delivers enterprise-grade reliability and trust while leveraging AI-driven intelligence to enhance visibility, streamline operations, and drive revenue growth. Backed by leading fintech investors, the company is setting the standard for embedded payments infrastructure powering the next generation of vertical SaaS. Key Responsibilities Support & Issue Resolution Handle basic operations and boarding-related support tickets with urgency and ownership Dive deep to identify root causes of issues rather than applying surface-level fixes Take initiative to resolve problems quickly, even when it means doing the grunt work Merchant Onboarding & Configuration Manage boarding templates, billing configurations and customer comms Troubleshoot and resolve boarding errors, including re-boarding when necessary Resolve configuration issues to ensure merchants are set up accurately Manage specialized workflows that fall outside standard boarding procedures Technical Troubleshooting & Cross-Functional Collaboration Work closely with Product, Engineering, and QA teams to identify, document, and resolve system errors and bugs Create detailed development tickets with clear reproduction steps and supporting documentation Serve as a bridge between operations and technical teams to expedite issue resolution Billing & Financial Operations Identify and resolve billing configuration issues Troubleshoot billing-related issues and ensure accurate merchant fee structures Address funding issues by coordinating with internal teams and processor partners Investigate and resolve transaction-related issues with support from technical and processor teams Process Improvement & Documentation Document common issues and solutions to build knowledge base resources Identify patterns in recurring problems and suggest process improvements Continuously focus on building better internal workflows and processes with cross-functional teams Partner with internal teams to streamline operations and eliminate inefficiencies Take ownership of process gaps and drive improvements from identification through implementation Required Qualifications Education: Bachelor's degree in Business Administration, Operations Management, Information Systems, Finance, or related field Experience & Skills: 3-5 years of experience in operations, quality assurance, data entry, or related analytical role Strong attention to detail with excellent data accuracy skills Proven ability to troubleshoot technical issues methodically and get to the root cause Strong bias for action - willingness to roll up sleeves and get things done without perfect information Hands-on mentality - willingness to do whatever it takes, including grunt work, to solve problems and move the business forward Experience working with cross-functional teams (engineering, product, QA) with excellent collaboration skills Strong written and verbal communication skills Comfort working in fast-paced environments with shifting priorities Business-minded with a genuine care for how work impacts company outcomes Proficiency in Excel/Google Sheets and data management Self-starter who takes ownership and doesn't require micromanagement Preferred Qualifications Background in QA testing Experience with payment processing, fintech, or SaaS platforms Familiarity with ticketing systems (Jira, Linear, etc.) Basic understanding of APIs, webhooks, or technical integrations SQL or database query experience Experience