• Lead the day-to-day operations of the Payments team and act as the primary point of contact for operational matters • Monitor payment flows and ensure timely and accurate execution of payments, including high-priority and critical transactions • Oversee operational performance, SLA compliance, and payment processing quality across the function • Manage workload distribution, prioritization, and operational coordination within the team • Analyze payment routes and support the selection of the most efficient payment solutions and legal entities for transaction execution • Own operational reporting, including payment volumes, processing quality, error rates, and team performance metrics • Coordinate with banks, payment providers, and internal stakeholders to resolve operational issues and ensure business continuity • Lead incident management activities, including escalation handling, root cause analysis, and implementation of corrective actions • Maintain operational documentation, knowledge bases, and onboarding processes for the team • Ensure team readiness through cross-training, succession planning, and operational coverage management • Perform regular reconciliations across payment systems, accounting records, and merchant reports to ensure operational accuracy and data consistency • Drive process improvements through automation, workflow optimization, and maintenance of operational documentation and knowledge bases • Work hands-on with operational systems and reporting tools to monitor performance, investigate discrepancies, and resolve operational issues.

Role Description We are looking for a personable, organized Customer Operations Specialist to serve as the first point of contact for our customers across phone and email. This role combines front-line service and support with billing assistance and training coordination, and is ideal for someone who enjoys variety, communicates clearly, and takes pride in keeping things on track. - Customer Service & Communication: - Answer inbound customer phone calls and email inquiries promptly and professionally, escalating complex issues to the appropriate teams when needed. - Document every customer interaction in Zendesk (or comparable ticketing system), track open items, and follow up to ensure timely resolution. - Surface recurring questions and issues to help improve self-service resources and reduce repeat contacts. - Billing & Account Support: - Assist customers with billing inquiries, including charges, invoices, payment status, and account balances. - Walk customers through the customer portal to add or update payment methods, troubleshooting issues as they arise. - Provide details on current products, pricing, and contract terms, and process changes such as adding or removing products, upgrades, downgrades, and cancellations in line with company policy. - Training Coordination & Calendar Management: - Maintain trainer calendars in Outlook, Zoom, and Calendly, ensuring meeting links, time zones, and availability are accurate and conflict-free. - Send Calendly scheduling links to customers so they can book their own training sessions, and provide confirmations, prep materials, and follow-up communications as needed. - Track attendance and feedback to support a smooth training experience. - Collaboration & Internal Support: - Work closely with sales, billing, training, and product support teams to ensure customer needs are met end-to-end. - Represent the customer’s perspective in internal discussions and support cross-departmental projects as assigned. Qualifications - Experience in a customer service or customer support role, including phone and email support. - Hands-on experience with a help desk or ticketing system such as Zendesk, Freshdesk, or ServiceNow, including triage, tagging, and reporting basics. - Working knowledge of Outlook, Zoom, and Calendly (or similar scheduling tools). - Comfort handling billing-related conversations, including payment methods, contract details, and cancellations. - Proficiency with Microsoft Office and the ability to learn new web-based tools quickly. - Strong written and verbal communication, attention to detail, and ability to manage multiple open items independently. Requirements - Experience with Salesforce or a comparable CRM platform. - Experience using Microsoft Copilot or other AI tools to support day-to-day work. - Experience supporting a SaaS or subscription-based business model. - Background in scheduling, training coordination, or operations support. - Familiarity with customer portals or self-service billing platforms (e.g., Stripe, Chargebee, Recurly). - Experience de-escalating difficult customer conversations with empathy and professionalism. Benefits - Flexible and autonomous work environment. - Support from teammates and leaders committed to your growth. - Opportunities to collaborate, challenge each other, and share knowledge.

• Own and support interview scheduling across teams, levels, time zones, and interview formats, ensuring candidates and interviewers have a smooth and timely experience. • Serve as a forward-facing representative of the Talent Acquisition team by providing clear, warm, and professional communication to candidates, hiring managers, and interview panelists. • Maintain accurate and complete candidate, requisition, interview, and hiring process data in Ashby, helping ensure the system remains clean, reliable, and easy for the team to use. • Support general recruiting logistics, including interview coordination, calendar management, candidate communications, interview prep materials, and day-of interview troubleshooting. • Help manage the contractor hiring process, including intake coordination, workflow tracking, stakeholder follow-up, and handoffs with the appropriate internal partners. • Assist with job posting and requisition administration, ensuring roles are accurately reflected across Ashby, the careers site, and relevant job boards. • Support recruiting process improvement and Talent program logistics, including maintaining workflows, templates, interviewer training tracking, and Quality of Hire data, while helping create a smoother experience for candidates and internal partners. • Manage select junior-level searches, including Support, Operations, Intern, and other early-career roles, ensuring a consistent, organized, and high-quality hiring process from intake through offer. • Act as a recruiting partner for high-volume or junior-level hiring needs by supporting hiring manager alignment, candidate communication, interview logistics, process follow-through, and candidate experience. • Support offer and pre-onboarding logistics as needed, partnering with recruiters and HR partners to ensure a seamless candidate transition. • Contribute to ad hoc Talent Acquisition projects that improve operational excellence, candidate experience, data accuracy, and team efficiency.

Oversee operational structure and process management within Shared Resources, coordinate production efforts, and ensure alignment with financial and legal teams while fostering collaboration and continuous improvement in a scientific environment.