Payment Operations Lead

Hi, I'm Debin Dennis, your Recruiter and guide to joining CSG! We are excited to learn more about you and your unique background. 

We are seeking a seasoned and driven Technical Support Lead to join our Payments Operations team. This role blends hands-on technical expertise, team leadership, customer-facing problem solving, incident response, analytical thinking, and cross-functional collaboration to ensure smooth and efficient payment processing operations and that our clients experience exceptional service quality and uptime. The ideal candidate has deep domain expertise in US payments, a strong command of data analysis, thrives in a fast-paced environment, has demonstrated experience delivering high-quality support and scalable solutions in the payment technology sector and experience leading support efforts for complex financial systems.

You’ll be the escalation point for payment incidents, lead root cause analysis, and drive resolution strategies. In addition to supporting operations, you will work closely with product, engineering, and finance teams to improve system reliability, optimize workflows, and support our global customer base.

We are looking for a Payment Operations Lead who will:

• Lead technical support efforts across day-to-day payment operations, including fund transfers, customer verification, and payment investigations.

• Own the incident management process, including troubleshooting, coordination, resolution, communication, and post-mortem analysis for payment defects and downgrades.

• Must be available to work during U.S. business hours (7:00 AM – 4:00 PM CST).

• Monitor payment systems, triage, and ensure timely resolution of support cases.

• Lead technical troubleshooting and serve as the point of escalation for complex or high-impact incidents.

• Champion proactive monitoring, incident management, and root cause analysis to ensure service continuity.

Required:

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.

• 8+ years of experience with at least 2 years in a leadership capacity in card, wallet, or bank payments industry in United States, with exposure to incident and technical support processes.

• Strong analytical skills and hands-on experience with PostgreSQL. Experience working with PostgreSQL, including SQL scripting, data analysis.

• Deep understanding and technical background supporting live production systems in the card, ACH, wallet, or digital banking sectors in US payment systems and financial transaction flows.

• Experience in incident management, troubleshoot and root cause analysis in high-pressure environments and across integrated complex systems.

• Strong knowledge and hands on experience of Red Hat Linux / Windows environments, including shell scripting, system log analysis, and performance monitoring.

• Proficient and proven experience with Rest APIs.

• Exceptional communication skills, and ability to engage with cross-functional teams.

• Proven ability to lead support processes in a fast-paced, global environment.

• Proven Experience with AWS and cloud-native tools.

• Experience with BI and reporting tools is desirable.

• Understanding secure system design, compliance, and data protection in regulated environments.

• Excellent written and verbal communication skills in English

• Solid understanding of client requirements and product implementation

• Advanced knowledge of Microsoft Office

• Able to quickly grasp new ideas and concepts and convey them to others, able to drive issues to resolution with no supervision and able to work under pressure

• Demonstrates initiative, integrity, and a commitment to excellence.

• Preferred:

• Prior experience in a technical or operational leadership role in payments or fintech.

• Familiarity with international payment processing and compliance requirements, PCI-DSS, NACHA and PII.

• Experience building and improving internal support workflows and documentation.

• Own team KPIs: productivity, SLA adherence, first-time resolution rates, and escalations.

• Collaborate with engineering and product teams on payment platform stability and enhancements.

• Build and maintain strong working relationships with clients, internal engineering, and operations stakeholders.

• Analyze payment data using PostgreSQL to support investigations and business decisions.

• Communicate effectively with internal teams including Customer Success, Finance, and Compliance.

• Maintain and update support documentation, playbooks, and internal knowledge resources. Contribute to support policies, knowledge base articles, and escalation protocols

• Lead support process improvements to meet evolving business and technical demands.

• Provide insights on global payments trends, compliance, fees, and regulatory updates.

• Support cross-functional initiatives aimed at enhancing system performance and user experience.

• Train and mentor junior team members on support processes and technical tools. Foster a high-performing, collaborative, and customer-focused team environment.

• View, analyze and understand system logs

• Provide regular reports to the Regional Manager/Director

• Report status to customers and respond as first level escalation

Our Guiding Principles

Impact: Always help and empower others, whether they’re colleagues or customers. When our employees set their minds to something, great things happen.

Integrity: Do what’s right for our customers and our people while being authentic. We treat everyone with trust and respect—that’s just who we are.

Inspiration: Be bold in the way you think and passionate about the work you do. Test out innovative ideas without the fear of failure.

CSGer Perks & Benefits (Feel free to adjust this by regional benefits!)

• Work from Home, in-office, or hybrid

• Employee Belonging Groups

• Healthcare: Dental, Medical, and Vision

• Paid Vacation, Volunteer, and Holiday Time Off

• And so much more!

If you would like to be considered for employment opportunities with CSG and need special assistance due to a disability or accommodation for a disability throughout any aspect of the application process, please call us at +1 (402) 431-7440 or email us at accommodations@csgi.com. CSG provides accommodations for persons with disabilities in employment, including during the hiring process and any interview and/or testing processes.

Our Story

CSG empowers companies to build unforgettable experiences, making it easier for people and businesses to connect with, use and pay for the services they value most. For over 40 years, CSG's technologies and people have helped some of the world's most recognizable brands solve their toughest business challenges and evolve to meet the demands of today's digital economy.

By channeling the power of all, we make ordinary customer and employee experiences extraordinary. Our people [CSGers] are fearlessly committed and connected, high on integrity and low on ego, making us the easiest company to do business with and the best place to work. We power a culture of integrity, innovation, and impact across our locations, representing the most authentic version of ourselves to build a better future together. That's just who we are. Learn more about CSG Inclusion & Impact here.

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