[Hiring] Payments Senior Support Specialist @Booth and Partners Pte Ltd

Role Description

As a Payments Senior Support Specialist, you’ll provide high-quality support to customers throughout their payment and booking journey, handling both routine and complex or sensitive queries. Depending on business needs and your experience, you may specialize in areas such as:

• Payment support
• Accounts receivable
• Fraud investigations
• Chargebacks
• Reconciliation
• Other payments-related operations

You’ll support customers through a range of channels, including:

• Phone
• Live chat
• Written communication

In this senior role, you’ll be expected to use sound judgment when resolving complex cases, support less experienced team members, and help identify opportunities to improve processes, customer experience, and team performance. Your goal is to provide accurate, secure, efficient, and empathetic support, helping customers manage their payments with confidence and stay on track with their travel plans.

Qualifications

• Several years of professional experience in payments support, fintech support, financial services, or a closely related role.
• Hands-on experience handling payment-related customer queries, complex cases, or escalations.
• Experience supporting, coaching, or providing guidance to less senior team members.
• Strong problem-solving and decision-making skills.
• Adaptable, solutions-oriented, and comfortable working in a fast-paced, remote environment.
• Collaborative team player willing to share knowledge and contribute to the success of the wider team.

Requirements

• Comfortable working with payment platforms, CRM systems, digital tools, and other systems used to investigate and resolve customer issues.
• Confident communicating with customers through phone, live chat, and written channels, particularly when handling sensitive or complex situations.
• Ownership of your work, acting with urgency, and consistently maintaining a high standard of accuracy and service.
• Comfortable using data and insights to make decisions and identify opportunities for improvement.

Benefits

• Be part of a high-growth, innovative company that’s changing how people travel.
• Contribute to exceptional customer experiences through smart, human support.
• Work in a culture that values ownership, teamwork, and continuous improvement.
• Enjoy the flexibility of a remote work environment and opportunities to grow in a global business.