Payments Operations Specialist

Torque360 is seeking a proactive and customer-oriented Customer Support Executive – Payments to join their team in Gulberg, Lahore. This on-site role involves assisting platform users with payment integrations, troubleshooting technical issues, supporting merchant onboarding, and managing payment terminal activations to ensure a seamless customer experience. The successful candidate will work closely with the Payments Integration Specialist to strengthen merchant relationships, improve operational processes, and enhance customer engagement and retention. This position offers opportunities for career growth in sales, customer success, and business development within the payment operations space.

Key Responsibilities

Customer Support & Technical Assistance:
Handle customer inquiries related to payment integrations across assigned regions. Troubleshoot technical issues by providing clear, step-by-step guidance to platform users. Document customer interactions thoroughly and escalate complex cases to the appropriate teams. Ensure timely resolution of issues while maintaining a high standard of customer service.

Merchant Engagement & Activation:
Collaborate with the Payments Integration Specialist to re-engage inactive merchants and identify obstacles to account activation. Provide tailored guidance and training to help merchants fully leverage Torque360’s payment solutions. Build and nurture strong merchant relationships to encourage long-term engagement and loyalty.

Payment Terminal Orders & Activations:
Coordinate the ordering, delivery, and activation of payment terminals. Assist merchants with hardware setup, configuration, and onboarding processes. Ensure a smooth transition from initial setup to daily payment operations.

Customer Feedback & Process Improvement:
Collect merchant feedback to identify opportunities for enhancing the customer experience. Work closely with internal teams to streamline workflows and reduce operational challenges. Contribute to the improvement of support processes, documentation, and overall service quality.

Customer Retention & Ongoing Support:
Monitor customer activity to proactively identify and resolve potential issues. Facilitate clear communication between customers and technical teams to ensure timely problem resolution. Provide continuous guidance to help merchants maintain effective payment integrations.

Sales & Business Growth Opportunities:
Identify potential sales leads through customer interactions as expertise in the role develops. Share merchant insights with the Payments Integration Specialist to support retention and business growth initiatives. Contribute to strategies aimed at strengthening merchant engagement and expanding the adoption of payment solutions.

Required Qualifications

- Bachelor’s degree from a recognized institution (4-year program).
- Minimum of 1 year of experience in an international campaign, preferably in technical support or customer service.
- Excellent verbal and written communication skills.
- Strong troubleshooting, analytical, and problem-solving abilities.
- Proficiency in CRM systems, Microsoft Excel, and customer support tools.
- Ability to work independently while collaborating effectively with cross-functional teams.
- Strong organizational skills, attention to detail, and a customer-first mindset.
- Eagerness to learn payment technologies and grow into sales and business development roles.

Preferred Qualifications and Benefits

This role offers hands-on experience in payment integrations and fintech operations, providing a solid foundation in technical support, merchant management, and customer success. Employees will collaborate with experienced professionals in a supportive and dynamic work environment. Additionally, the position presents clear pathways for career advancement in sales, customer retention, and business development.

This is an excellent opportunity for candidates looking to build a career in the fintech sector while contributing to a growing company focused on delivering reliable payment solutions and exceptional merchant experiences.