We are currently searching for an experienced Technical Operations Lead who will be responsible for all things behind the scenes when it comes to KYC, payouts, customer integration and support.

The ideal candidate will be extremely proactive, have a keen eye for detail, high organisational skills - and, of course - an affinity with data and numbers! You will have the opportunity to work closely with our Compliance, Product and Tech teams in order to automate our current processes for the future - so you can make a long-lasting impact.

Please note that this role will be for a contract of 6 months with the intention of extension.

What will you be responsible for in this role?

As Payaut's Technical Operations Lead you will be responsible for managing day-to-day customer payment operations, ensuring that our payments processes run smoothly and efficiently, enabling our marketplace customers to provide excellent payment services to their sellers.

You will report directly into Payaut’s leadership and liaise directly with the decision-makers of our customers. Your responsibility will be to continue to improve how we process operations for our customers - to excel in this role, you must be completely customer-centric and have them at the forefront of your mind.

You will be responsible for solving complex problems such as conducting payment investigations and resolving deep customer success questions. You will be the first point of contact for all customer queries - so interacting and communicating with customers (especially in problem-solving situations) must come naturally to you!

The ideal candidate will be able to independently assess and prioritise issues as and when they arise - once this happens, you will have access to an excellent engineering and business team to support you. Ultimately, you will be responsible for resolving problems with minimal impact to our customers and internal team.


Areas of responsibility;

Payment operations:

- Executing the daily payouts and resolving issues to ensure successful execution
- Payment reconciliation execution; ensuring all payments are reconciled. If not reconciled, provide guidance to the merchant how they can solve this (by resending splits, cancelling splits etc)
- Balance management. Keeping track of balances of marketplaces and sellers, and proactively identifying and resolving issues pertaining to balances
- Customer communication around financial questions 
- Maintaining an overview of all FX, multi currency accounts with our various banking partners
- Maintain overview on paying and executing invoices for clients
- Financial reporting and analysis

Technical issue resolution and support:

- Payment investigation and finding resolutions
- Triaging incoming technical questions from Payaut’s merchants
- Perform a first level of analysis and resolution e.g. investigating logs and query systems for additional information not directly displayed in Payaut’s dashboards (SQL)
- Working with our Tactical Tech team to prioritise issues and jointly define solutions needed
- Continuously improving Payaut’s systems and dashboards by implementing low complexity solutions and suggesting and scoping higher complexity solutions
- Suggest improvements to Payaut’s business and API documentation and implement simpler documentation enhancements

KYC operations:

- Responsible for in-house and outsourced KYC operations
- Overseeing outsourced KYC activities, liaising with partners and assessing files, which require special investigations
- Performing in-house KYC checks on different types of customers (private individuals and businesses)
- Performing ongoing monitoring including investigation of transaction monitoring alerts
- Working closely with Compliance to implement on-going improvements to KYC operations and escalate unusual or suspicious activity
- Performing daily investigation of transaction monitoring alerts over activity of merchants and sellers for the purpose of identifying potentially unusual or suspicious activity


Customer success:

- Being the go-to person for all technical customer queries
- Resolving customer questions and ensuring successful delivery of our payment services
- Pro-actively involving other functions e.g. engineering and compliance to resolve issues effectively
- Perform tasks merchants cannot perform themselves e.g. correctional balance transfers, data updates, etc.


What experience, skills and qualities will you need?

✔️ 3+ years’ experience in a similar role
✔️ Experience with Payments is ideal
✔️ Tech-savvy and an affinity with numbers, accounting and data
✔️ Proven ability to solve problems efficiently and effectively: you think on your feet
✔️ Ability to think of structural solutions for issues and continuously improving the environment/system in which they work
✔️ Great communication skills, from supporting customers to writing up internal support tickets
✔️ Completely customer-centric with high flexibility to their needs and requests
✔️ An eye and adeptness for automation and increasing efficiency
✔️ A keen and efficient problem-solving ability with an incredible eye for detail
✔️ An undeniable can-do mentality - what does ‘impossible’ even mean?!
✔️ Fluent English language skills are mandatory - extra languages are a big plus
✔️ A great sense of humour!


What will we offer you for your awesomeness?

🚀 Being part of a fun-loving, ambitious, open-minded international team environment
💥 The opportunity to make a true impact in a fast-growing FinTech start-up
🌏 Relocation support including an allowance and Visa support, if needed
🌿 An Amsterdam-based office with lots of plants and a free lunch in-office every day
👩🏻‍💻 Knowledge-sharing within an experienced, innovative and enthusiastic team
🏝️ Unlimited time-off (with a mandatory minimum of 25 days!)
💸 Shares are a part of our package so you can get a "slice of the pie"
🙏 A referral bonus for bringing other brilliant individuals along for the ride
💻 A MacBook and other cool secondary benefits
🥳 Company events, Payaut boat-trips, Lunch & Learns and a lot more fun stuff!