[Hiring] Senior Payments CX Specialist @tem

Role Description

We're looking for a Senior Payments CX Specialist to own the end-to-end customer payments experience (payment, billing and early debt layer), ensuring revenue is protected while customer trust increases. This role sits in the Customer Experience (CX) team and operates as the payments subject matter expert across CX, Product and Finance. You'll resolve complex payment issues, eliminate systemic payment friction, and convert frontline insight into scalable improvements across the payments engine.

Responsibilities

• Own the end-to-end payments experience:
• Define what “great” looks like across payment clarity, payment methods, payment timing, payment failures, and early-stage debt prevention.
• Resolve complex payment cases:
• Handle high-complexity payment and billing queries with precision and empathy, including escalations that require cross-functional coordination.
• Revenue protection through CX:
• Own early-stage debt prevention strategy, behavioural nudges before debt forms, and payment failure root-cause analysis to reduce churn risk.
• Eliminate systemic friction:
• Identify, prioritise and drive fixes for recurring customer pain points in payment workflows and invoicing clarity.
• Cross-functional payments SME:
• Partner closely with Finance service, invoicing engine, data management service, credibility service, and Product to shape roadmaps and trade-offs.
• Feedback & systems ownership:
• Track payment friction and performance metrics, surface structured insights monthly, and influence roadmap improvements to reduce avoidable queries.
• Quality standards & SLAs:
• Set and maintain quality standards for payments support, aligning with CX leadership and ensuring consistent customer outcomes.

Success Metrics

• Reduction in payment-related tickets (volume and repeat contact)
• Reduction in preventable early debt
• Improved payment success rate
• Reduction in payment-related churn signals
• Improved time-to-resolution for payment issues

Qualifications

• Proven experience owning customer-facing payment or billing operations in a high-complexity environment (fintech, energy, SaaS, marketplaces, or similar)
• Strong case investigation skills and comfort operating across systems and stakeholders to reach accurate outcomes
• Demonstrated ability to identify patterns and drive systemic improvements (not just resolve individual tickets)
• Strong partnership skills with Finance and Product, including ability to define clear requirements and prioritisation
• Data-literate: can define and track metrics, interpret trends, and turn insights into action (not necessarily a data/analytics specialist)
• High empathy and customer judgement, balanced with revenue protection and compliance awareness
• CRM experience: confident using tools like HubSpot (or similar) and Intercom (or equivalent) to manage customer interactions, payment cases, and workflows.

Requirements

• Experience with payments failure modes (direct debit, card payments, bank transfers), invoicing workflows, and collections prevention
• Experience designing CX playbooks, SLAs, and QA standards
• Familiarity with experimentation (A/B testing) for messaging and behavioural nudges
• Experience in the energy industry

Benefits

• Competitive salary
• Stock Options — everyone on the team has ownership in our mission.
• 25 days holiday + public holidays — Swap public holidays for ones that matter most to you. Plus, get an extra day off for your birthday.
• Remote & flexible working — We're fully remote with clear core hours, and no internal meetings on Friday afternoons.
• Home working & wellbeing budgets:
• Up to £1,200 / €1,200 annually to upgrade your remote setup (co-working passes, equipment, etc.).
• Up to £150 / €150 monthly on anything that supports your wellbeing.

Interview Process

• Our processes normally take around 2-3 weeks from first call to offer — please let us know about any adjustments to timelines that may be required.
• Intro call with Talent, 15 minutes.
• Hiring Manager interview, 30 minutes.
• Take-home task: a practical challenge that tests your ability to approach the real world challenges of the role.
• Skills interview: present your take-home task and walk us through your thinking. 60 minutes.
• Culture Add interview with leadership stakeholders.