Payments Technical Support Specialist

ROLLER is seeking a highly organized and collaborative Payments Technical Support Specialist in the UK. This role involves developing and maintaining support escalation processes, delivering solutions to complex customer problems, acting as an escalation point, assisting customer success teams, and creating documentation for financial service products. It offers an opportunity to advance a career in payments, applying knowledge of global payment solutions and SaaS/Fin-Tech experience to make a significant impact at ROLLER.

Must Have

• Respond to all Level 3 support escalations via our help desk
• Assist customer teams design and implement resources to help customers and internal teams understand payments
• Communicate with clients and manage escalations around funding and transaction exceptions
• Develop & maintain expertise regarding ROLLER’s operations process as well as technical & software capabilities
• Coordinate with internal support, implementation, customer success, account management and sales teams to ensure client escalations are resolved
• Develop and deliver all processes and documentation relating to Payments support
• Provide key input into overall payments strategy, raising key improvements and investment required
• At least 3+ years of in-depth knowledge of payment solutions and/or finance industry products and systems
• Advanced Excel and/or data analytics skills
• Prior SaaS Experience working in customer support with technical products
• Outstanding interpersonal, influencing, verbal, and written communication skills
• Proven experience in defining and achieving innovations and improvements to support systems
• Strong work ethic with superior time management abilities
• Obsession over customer success with a passion for customers and business
• Self-starter who navigates blockers with initiative

About ROLLER

ROLLER is not your average software-as-a-service company. With a global presence in over 30 countries, we're here to bring some excitement to the leisure and attractions industry and make a difference! Our mission is to help businesses operate smoothly and create fun and memorable guest experiences by providing seamless ticketing, point-of-sale, self-serve kiosks, memberships and digital waiver processes.

But here's the best part: our team. We're a group of 300+ highly passionate, enthusiastic, and down-to-earth professionals located all around the world who are all working together to build something truly remarkable. We're aiming high and believe that the possibilities are endless. As we continue to grow globally, we're excited to write our success story and have fun along the way.

We genuinely love what we do, and we're looking for like-minded people to join us on this amazing journey. If you're ready to be part of a dynamic team and make a real impact, come aboard, and let's create some unforgettable experiences together at ROLLER!

About the Role

We are on the hunt for a highly organized and collaborative technical expert to join us as our new Payments Technical Support Specialist in the UK! You will be instrumental in developing and maintaining processes for support escalations, delivering solutions to the most complex customer problems, be an escalation point for queries and assist the customer success teams and create documentation and learning materials to our financial serviced products.

Why Should You Apply

You’ll be heralded for your ability to solve customer problems, you’ll be constantly challenged by new and emerging problems and you’ll be instrumental in designing updates, materials and solutions for customers.

It’s an opportunity to make the role your own and really advance your career in payments or develop a payments specialization. You’ll get to apply and learn knowledge of global payment solutions coupled with SaaS/Fin-Tech experience to make a significant impact at ROLLER!

What You’ll Do

• Respond to all Level 3 support escalations via our help desk
• Assist customer teams design and implement resources to help customers and internal teams understand payments
• Communicate with clients and manage escalations around funding and transaction exceptions
• Develop & maintain a level of expertise regarding ROLLER’s operations process as well as technical & software capabilities
• Coordinate with internal support, implementation, customer success, account management and sales teams to ensure client escalations are resolved
• Develop and deliver all processes and documentation relating to Payments support
• Provide key input into overall payments strategy, raising key improvements and investment required to improve ROLLER payment operations and efficiency

About You

You’ve been there, done that and have a bias for action and results. You’re a mentor who  supports customer success members in responding to  technical requests and bring organizational abilities to ensure we solve problems once.

You’ll also bring:

• At least 3+ years of in-depth knowledge of payment solutions and/or finance industry products and systems
• Advanced Excel and/or data analytics skills
• Prior SaaS Experience working in customer support with technical products
• Outstanding interpersonal, influencing, verbal, and written communication skills
• Proven experience in defining and achieving innovations and improvements to support systems
• You bring a strong work ethic with superior time management abilities
• You are someone who obsesses over customer success with a passion for customers and business
• You are a self-starter and navigate blockers with initiative

What You Can Expect

1. Initial call with our Talent Acquisition Manager

You'll have an initial call with our Talent Acquisition Manager to chat through some of your experience to date, salary expectations and you can check off any initial questions you might have.

2. Interview with the Hiring Manager

You'll get to meet with the hiring manager to learn more about the role & ROLLER whilst also talking through your experience in more detail.

3. Loop Interviews

This is where you will get to meet our wider ROLLER team to do a 'vibe check' on us to make sure our culture & vibe meet what you are looking for!

4. Offer

If all lights are green and the fit feel right, we'll conduct reference checks and you'll receive an offer to join!

Create a Job Alert

Interested in building your career at ROLLER? Get future opportunities sent straight to your email.

Apply for this job

• indicates a required field

Autofill with MyGreenhouse

First Name*

Last Name*

Email*

Phone

Country

Phone

Resume/CV*

AttachAttach

Dropbox

Google Drive

Enter manuallyEnter manually

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

AttachAttach

Dropbox

Google Drive

Enter manuallyEnter manually

Accepted file types: pdf, doc, docx, txt, rtf

LinkedIn Profile*

What are your salary expectations?*

Are you currently based in London and open to a hybrid schedule?*

U.S. Standard Demographic Questions

We invite applicants to share their demographic background. If you choose to complete this survey, your responses may be used to identify areas of improvement in our hiring process.

How would you describe your gender identity? (mark all that apply)

Select...

How would you describe your racial/ethnic background? (mark all that apply)

Select...

How would you describe your sexual orientation? (mark all to apply)

Select...

Do you identify as transgender? (select one)

Select...

Do you have a disability or chronic condition (physical, visual, auditory, cognitive, mental, emotional, or other) that substantially limits one or more of your major life activities, including mobility, communication (seeing, hearing, speaking), and learning? (select one)

Select...

Are you a veteran or active member of the United States Armed Forces? (select one)

Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in ROLLER’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Gender

Select...

Are you Hispanic/Latino?

Select...

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Veteran Status

Select...

Voluntary Self-Identification of Disability

Form CC-305

Page 1 of 1

OMB Control Number 1250-0005

Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp

.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

• Alcohol or other substance use disorder (not currently using drugs illegally)
• Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
• Blind or low vision
• Cancer (past or present)
• Cardiovascular or heart disease
• Celiac disease
• Cerebral palsy
• Deaf or serious difficulty hearing
• Diabetes
• Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
• Epilepsy or other seizure disorder
• Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
• Intellectual or developmental disability
• Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
• Missing limbs or partially missing limbs
• Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
• Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
• Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
• Partial or complete paralysis (any cause)
• Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
• Short stature (dwarfism)
• Traumatic brain injury

Disability Status

Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

Submit application