Payment Product Operations Specialist

About Peppr:

At Peppr, we believe that technology should empower restaurants to thrive. Our mission is to provide restaurants with the tools they need to succeed in a fast-paced, ever-changing industry. Peppr POS (Point of Sale) provides SMB restaurants a cutting-edge management and transaction platform that targets solving their unique challenges and improves the efficiency of their operations. Join us on our journey to transform the restaurant experience, one transaction at a time.

About the role:

We're looking for a Payment Product Operations Specialist to join the Peppr Team! This person will play a pivotal role in ensuring seamless, secure, and efficient payment experiences for our merchants. In this dynamic role, you'll be the go-to expert for troubleshooting complex payment issues, optimizing transaction performance, and collaborating across teams to enhance our payment solutions. This is an exciting opportunity for someone who is passionate about payments and looking to make a tangible impact on a company scaling cutting-edge restaurant tech solutions.

Key Responsibilities:

• Escalation & Payment Operations Support

  • Serve as the primary escalation point for internal teams when payment processing issues cannot be resolved through standard troubleshooting, ensuring timely resolutions.

  • Ensure payment transactions are processed efficiently, identifying and resolving issues related to failed payments, chargebacks, and refunds.

  • Support specialized terminal configurations that go beyond standard setups handled by frontline support teams.

  • Troubleshoot, escalate, and test both new and existing payment hardware, ensuring seamless integration and optimal performance for merchants.

  • Assist in troubleshooting, escalation, and validation of new and existing payment-related features within Peppr’s software, ensuring functionality aligns with business and merchant needs.

  Cross-Team Collaboration

  • Work closely with Peppr’s GTM, Sales, and Customer Success teams to support smooth payment product adoption and implementation.

  • Act as a bridge between merchants and our Product & Engineering teams, relaying feedback and advocating for feature improvements.

  • Collaborate with payment service providers to ensure seamless system integration, troubleshoot issues, and implement solutions.

  Payments Optimization & Data Analysis

  • Monitor payment system performance, analyzing transaction data to identify trends, inefficiencies, or areas for improvement.

  • Assist in optimizing payment rates and processing fees based on merchant needs, market trends, and business objectives.

  • Provide regular reports on payment performance, including success rates, chargebacks, and key operational metrics.

  • Identify patterns in payment-related issues and refine troubleshooting processes, documentation, and training materials to improve overall support efficiency.

  • Support efforts to ensure merchants have a reliable, secure, and efficient payment experience, proactively addressing potential pain points before they escalate.

Basic Requirements:

• 3 years of professional experience in payment operations, payment processing, or payment support with a strong understanding of payment systems, refunds, transaction workflows, and hardware

• Willingness to travel for onsite client visits and support if located in LA or Dallas

We’re also looking for:

• Technical savvy and ability to troubleshoot technical issues related to payment systems;

• Ability to manage multiple projects simultaneously and meet deadlines;

• Exceptional communication and interpersonal skills to effectively engage with customers, internal teams, and external payment service providers;

• A results-driven and proactive problem solver;

• Ability to continuously and quickly learn the new functionalities of our ever-evolving product;

• The ability to verbally communicate in Chinese is a plus!