As a Team Lead, Client Support Specialist you will be working closely with the department manager, overseeing the team’s workflow / projects, providing guidance to team members, managing department reports and supporting new product launches and internationalization of department.  

At Verifi, you will be part of a dynamic environment that supports interdepartmental collaboration, fuels creativity and provides you with an opportunity to take ownership and play an intricate part in our company’s success.

You will work alongside the brightest and most remarkable individuals in the industry and you will have an immediate impact on our aspirations for global domination and disruption of the payments space.   And you will do all this, while challenging your career, giving back to the community and creating new friendships.

Join Verifi and you join the leading solution provider for payment and risk management.

You will be responsible for:

• Oversee team workflow including assignment of cases and/or projects to ensure completion within appropriate time standards
• Functions as a lead to staff by providing recommendation and guidance to team members
• Works with Manager to resolve any trends and issues identified
• Oversee projects aimed at developing and improving processes.
• Maintains expert level knowledge of all Verifi products & services
• Works directly with Manager to develop and track team metrics and KPI's
• Conduct monthly 1x1s with staff members to provide guidance on performance and career growth
• Perform and deliver staff reviews (90day, mid-year, and annual), making necessary recommendations
• Support Internationalization of department as Verifi enters new countries or territories
• Manages daily, weekly, monthly & quarterly department reports including metrics & KPI’s
• Assigned on-call tasks as needed including level 2 escalations for matters received outside of standard business hours
• Researches, tracks and communicates issues identified by internal monitoring alerts related to Verifi services such as transaction declines, intelligence suite processing and other Verifi Network connectivity issues  
• Responds appropriately and timely to inquiries from internal and external clients (merchants, partners and payment processors) to ensure department SLAs and client expectations are met
• Troubleshoots problems identified by external or internal clients and collaborates with various business teams to address and resolve issues identified  
• Creates client communications including but not limited to standard maintenance notifications and Incident Reports
• Additional duties may be assigned as required

You bring to the table:

• At least a High School diploma
• Minimum 3 years’ experience in a B2B client or merchant services environment with preferred experience communicating technical issues between external clients and internal technology team
• Minimum 3 years’ experience in a CNP (card not present) payment processing environment including understanding of Payment Gateway and overall life cycle of a CNP transaction
• Minimum 3 years’ experience in a dynamic, fast paced environment with the proven ability to effectively prioritize and execute tasks including on call escalations outside standard business hours
• Ability to guide department team members and manage team projects
• Dependable, flexibility to work weekends, evenings, and holidays
• Proficiency in MS Office, specifically Excel
• Ability to work independently while monitoring multiple systems or collaboratively to help reduce resolution time or client impact
• Strong verbal and written communication skills
• High degree of independence and exceptional work ethic
• Experience with SalesForce is a plus
• Experience reviewing HTML and API logs is a plus

Additional considerations, include:

• Experience analyzing large amounts of data to identify trending metrics, potential system or product enhancements, or overall product success
• Experience recommending product enhancements to streamline or improve client experience or satisfaction

We are located in Los Angeles and offer:

• Dynamic, stimulating and open environment with opportunity for personal development. 
• Medical, Dental, Vision, Life Insurance
• 401k w/ match, Paid Time Off, and Paid Holidays
• Paid parking and complimentary food
• Socially conscious and community oriented company
• Energized employment filled with activities and events
• Competitive Base Salary, plus bonus, and stock options