You'll work directly on our linguist payment queue, helping to clear a backlog of payment requests and restoring a reliable, responsive experience for our global network of expert linguists.
This is a high-impact, hands-on role.
You'll be triaging, investigating, and resolving payment issues across multiple systems, working closely with our existing coordinators and escalating to finance and engineering where needed.
What you'll be doingTriaging and responding to incoming payment support tickets in Jira, prioritising by urgency and issue typeInvestigating payment failures, discrepancies, and delays across the Lilt platform, Tipalti, Salesforce, and third-party processors (PayPal, Payoneer)Resolving common issues including: Tipalti profile corrections, 2FA resets, banking detail mismatches, and manual offline payment (OPM) re-loggingCommunicating clearly and empathetically with linguists to gather information and provide timely updatesEscalating technical breakages (e.
platform stats sync issues) and rate discrepancies to the relevant internal teamsMaintaining accurate ticket notes and contributing to weekly reporting on queue volume and SLA adherenceWhat we're looking forExperience in a payments, finance operations, or customer/vendor support roleComfortable working across multiple systems simultaneously (Jira, Salesforce, or similar)Detail-oriented with strong written communication.
You'll be joining a small, collaborative ES&O team and will have clear o.