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Customer Care Back- Office Team Lead

Atlanta, GA, USA; Dunwoody, GA, USA Req #81
Tuesday, July 30, 2019

Paya provides simple, secure technology options enabling businesses to accept payments, get paid faster and increase efficiency.  Paya’s seamless, easy-to-use payments platform supports every stage of a business’ growth today, tomorrow and beyond.  With more than 100,000 clients and two decades’ delivering smart, easily integrated business solutions, Paya has a proud and proven track record.  We are all about growth and success for our partners and their customers.


Job Summary:

Responsible for providing support and assistance to the Back-Office team.  He/she will keep the team motivated and ensure we are delivering a first-class customer experience every time. The role will partner with the Back-Office supervisor assist in creating and maintaining a high-performing team focused on accuracy and continuous improvement. He/he will monitor calls, tickets and phone queues to ensure service levels are being met and serve as an escalation point for the team and internal/external customers. The role will ensure consistent communication with management and address issues are they arise. The Back-Office Team lead will remain current on all new products and services Paya offers. He/she will Meet and strive to exceed team/organization goals and objectives.



  • Document processes and training content.

  • Teach and coach on all procedures and processes for each function.

  • Steps in and performs all functions within Back Office in order to provide support when needed.

  • Consistently motivate and provide support to the team daily.

  • Maintain effective, professional, transparent, and positive relationships with team and management.

  • Be available to assist with any Back-Office questions or escalations.

  • Facilitate team huddles, accept and complete assignment with open, cooperative, positive, and team-oriented attitudes.

  • Monitors queues and daily workload to ensure SLA (Service Level Agreements) are being met in all areas. Perform side by sides to identify process improvement opportunities.

  • Daily call and notation monitoring to ensure clear, concise and understandable information is provided.

  • Provides exceptional customer experience to internal / external customers by addressing inquiries using a variety of channels in a support-center environment adhering to scheduled shifts, procedures, metrics, and departmental goals.

  • Maintains a high degree of ethical behavior in all aspects of daily business including relations with merchants, partners and co-workers.

  • Listens for customer trends and takes appropriate action to resolve. Uses Knowledge Base methodologies to efficiently resolve issues and creates and modifies reusable solutions according to established procedures and policies.

  • Escalates unresolved customer issues with all pertinent information to appropriate resources. Follows-up and makes scheduled call backs to customers where necessary.

  • Diligently manage customer requests with a sense of urgency and ownership.

  • Be accountable and take ownership of the customers experience from beginning to end.

  • Engage with the team, actively listening while walking the floor and assist when needed.

  • Assist in monitoring agent’s productivity (side by side) and ensure expectations are met. Provide In the moment coaching and feedback.

  • Follow error documentation process established for the team, keep supervisor informed of all coaching conversations and feedback.  

  • Stays current on all Paya products and services offered, seeks out opportunities to educate or share knowledge with team members.

  • Engage/collaborate effectively across the organization.

  • Builds and maintains strong working relationships with all Paya employees and departments by keeping a positive attitude and collaborative focus in all interactions.

  • Actively participate in team meetings and 1:1 conversation.


Qualifications and Requirements:

  • Minimum two years’ experience in a customer-facing role.

  • Demonstrated passion for excellence with respect to treating and caring for customers.

  • Excellent communication skills.

  • Ability to communicate clearly and professionally, both verbally and in writing

  • Active listening skills

  • Ability to handle complaints and unpleasant customers.

  • Ability to document processes and training content.

  • Ability to communicate feedback, information, and directions both verbally and written.

  • Has organizational skills and is able to multi-task and prioritize in a fast -paced work environment.

  • Has a pleasant, patient and friendly attitude.

  • Possesses a strong work ethic and team player mentality.

  • Ability to work flexible hours Monday – Friday and possibly weekends.


Education Requirements

High School Diploma/GED


Paya is proud to be an Equal Employment Opportunity and Affirmative Action employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical​​​ condition, pregnancy, genetic information, gender, sexual orientation, gender identity or ​expression, veteran status, or any other status protected under federal, state, or local law.

Other details

  • Pay Type Hourly
  • Atlanta, GA, USA
  • Dunwoody, GA, USA