Payment Operations Lead (Night Shift)
Payment Operations Lead (Night Shift)
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Job Description
Hi Im 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.
Youll 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:
Bachelors 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 theyre colleagues or customers. When our employees set their minds to something great things happen.
Integrity: Do whats right for our customers and our people while being authentic. We treat everyone with trust and respectthats 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 or email us at 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 CSGs technologies and people have helped some of the worlds most recognizable brands solve their toughest business challenges and evolve to meet the demands of todays 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. Thats just who we are. Learn more about CSG Inclusion & Impact here.
#LI-Remote
Location(s):
RemoteEmployment Type
Full-Time
