Merchant Operations Specialist

About the Role

Paynote is reimagining how eCommerce businesses move money. Our platform combines modern payment processing with advanced fraud prevention and seamless integrations, giving merchants the speed, control, and confidence they need to grow.

We’re looking for a Merchant Operations Specialist to join our team. You’ll be the connection point between Sales, Product, Partners, and our Merchants—guiding businesses through onboarding, integrations, and ongoing support. From contract signature to go-live, you’ll ensure merchants have a smooth experience while also supporting internal sales processes and day-to-day merchant needs.

This role is ideal for someone with 3–5 years in fintech, payments, or financial services who thrives in a fast-paced environment. You should be detail-oriented, comfortable with technical workflows, and motivated to help scale a growing payments platform. Experience with HubSpot or similar tools is a plus.

Key Responsibilities

Sales Operations & Internal Support

• Support Sales with proposals, pricing analysis, and contract preparation
• Maintain accurate merchant records, deal pipelines, and documentation in HubSpot CRM
• Help qualify leads and optimize sales processes for efficiency
• Assist with reporting and performance metrics across the sales lifecycle

Merchant Onboarding & Implementation

• Guide merchants through end-to-end onboarding, from application to go-live
• Collect, review, and organize underwriting and onboarding documents
• Support gateway deployment and configuration, ensuring merchants are correctly set up to process payments
• Coordinate with internal teams and merchants on testing and validation of gateway connections
• Provide hands-on technical integration support 
• Coordinate timelines with Product, Partners and Sales to ensure smooth implementations
• Troubleshoot technical or operational issues to ensure a successful go-live

Merchant Support & Relationship Management

• Act as the first point of contact for merchant inquiries and escalations
• Resolve issues related to ACH rejects, funding delays, card declines, and integration errors
• Proactively communicate project status, timelines, and next steps
• Support Account Managers in ensuring long-term merchant success

Cross-Functional Collaboration

• Relay merchant feedback and feature requests to Product and Engineering
• Partner with Sales on upsell and expansion opportunities
• Work with Compliance and Banking Partners on high-risk or complex issues
• Collaborate closely with Operations and Support to scale processes

Requirements

What We’re Looking For

• 3–5 years of experience in fintech, payments, or merchant services
• Proven merchant-facing experience, ideally in onboarding, support, or sales operations
• Proficiency with HubSpot CRM (pipeline, reporting, document management)
• Strong organizational skills with high attention to detail
• Excellent communication skills (written and verbal)
• Comfortable in a fast-paced, startup environment with high ownership

Preferred Qualifications

• Experience with API integrations, payment gateways, or technical onboarding
• Experience with payment gateway integrations and deployments
• Familiarity with ACH returns, chargebacks, RDR, or PCI compliance
• HubSpot Sales or Service Hub certification
• Knowledge of underwriting requirements and high-risk verticals
• Bachelor’s degree in Business, Finance, or related field

What We Offer

• Competitive salary and performance-based incentives
• Comprehensive health, dental, and vision insurance
• Collaborative, growth-oriented work environment
• Direct exposure to high-risk payments, banking partners, and cutting-edge fintech solutions

Work Environment

This is a role requiring 4 days per week in our Miami office. The ideal candidate thrives in a collaborative, fast-moving environment and enjoys working closely with merchants, sales teams, and technical partners to deliver results.