Payments Operations Lead

About Tekmetric

Tekmetric is the all-in-one, cloud-based platform helping auto repair shops run smarter, grow faster, and serve customers better.

Built by a shop owner and shaped by the needs of the industry, Tekmetric brings together innovation, real-world experience, and a thriving community to help shops thrive - not just survive. From running a shop, to securing payments to engaging customers, our platform simplifies operations so shop owners can focus on what really matters: delivering exceptional service, earning trust, and growing sustainably.

Officially founded in Houston in 2017, Tekmetric has grown from a single shop’s vision to the industry’s leading solution - all by staying true to our values of transparency, integrity, innovation, and a service-first mindset. 

But we’re not just building software. We’re building a movement. We’re empowering repair shops to rise above the daily grind, create meaningful connections with their customers, and lead the industry forward - one interaction at a time.

Come build with us. Join the journey. Shape the future of auto repair.

About This Role

As the Payments Operations Lead, you will play a key role in guiding the Payments Support, Credit, and Risk teams, ensuring smooth day-to-day operations and an exceptional merchant experience. This position combines elements of assistant management with team leadership, balancing operational oversight, process optimization, and hands-on support. You will serve as a point of escalation, mentor team members, and collaborate cross-functionally to deliver efficient, compliant, and merchant-focused payment services.

What You’ll Do

• Operational Leadership
• Oversee daily operations for the Payments Support, Credit, and Risk teams, ensuring merchant inquiries and issues are resolved promptly and professionally.
• Serve as a primary point of escalation for complex operational issues related to Tekmetric Payments, providing timely and effective resolutions.
• Monitor phone and ticket queues, stepping in to assist with merchant interactions as needed to maintain service levels.
• Track and report on KPIs related to team performance and merchant satisfaction.
• Ensure the team has access to the tools, resources, and information needed to perform at their best.
• Issue Resolution & Compliance
• Investigate and resolve payment-related issues, identify root causes, and collaborate with internal teams and external partners on long-term solutions.
• Review and approve payment arrangements for past-due balances, merchant compensation requests, and account adjustments.
• Collaborate with Risk and Credit Analysts to detect and respond to suspicious activity, mitigating potential fraud and compliance risks.
• Educate customer-facing teams on policies, operational guidelines, and compliance requirements for accepting payments.
• Process Improvement & Training
• Identify opportunities to enhance the merchant experience, streamline workflows, and increase automation.
• Monitor merchant interactions for quality assurance and coach team members to improve service delivery.
• Partner with management to align operational practices with broader business objectives.
• Lead or coordinate training sessions to develop team capabilities and close skill gaps.
• Foster a culture of accountability, innovation, and continuous improvement within the Payments Operations team.
• Cross-Functional Collaboration
• Work closely with Payments Sales, Customer Support, Onboarding, and Customer Success teams to deliver a cohesive and merchant-centric payments experience.
• Act as a liaison between operations and other departments to ensure a smooth merchant onboarding and support process.

What You’ll Bring

• 3+ years of experience in the merchant acquiring business for a financial institution, payment processor, or Independent Sales Organization (ISO).
• Strong knowledge of payment gateways, processors, and the transaction lifecycle.
• Familiarity with industry regulations (PCI-DSS, NACHA, etc.) and risk management best practices.
• Proven ability to lead teams, manage escalations, and drive process improvements.
• Excellent verbal and written communication skills, with the ability to address both internal stakeholders and merchants effectively.
• Strong interpersonal skills with a customer-first mindset.
• Participation in Merchant Acquirers Committee (MAC) preferred.
• Proficiency in Stripe, Salesforce, Excel, and Google Sheets preferred.

Who You Are

Successful candidates will also demonstrate many of the characteristics that our core values represent:

• Build things that matter: 
• You have a love of building something new or improving on current processes and care about making a positive difference.
• We’re all entrepreneurs: 
• You love learning new things and are comfortable working in a startup-like, dynamic environment -- moving quickly, even in the face of ambiguity. You are a self-directed leader who can jump in, structure their own work, and figure out how best to execute a plan yourself and with others. At Tekmetric our leaders are all players and coaches.
• Yes before no: 
• You keep an open mind and are excited about new ideas and helping others actualize their ideas. You are intellectually curious and analytical in a strategic context.
• We matter to each other: 
• You care about people and see the success of one is success for us all. You are a highly ethical individual with unquestioned integrity and the experience, confidence, and stature to protect confidential information in a growing company.

Why You'll Love Working With Us

Health & Wellness That Have You Covered:

• Enjoy the flexibility of remote work
• Competitive base salaries that reflect your value.
• Generous Paid Time Off, because we know you do your best work when you're well-rested.
• Support for every stage of life—with paid maternity, parental bonding, and medical leave for you or your loved ones.
• Comprehensive health benefits, including Medical, Dental, Vision, and Prescription coverage. For employee only, we offer plans that cover 100% of premiums and we cover 50% of costs for families.
• Prioritizing your mental health: get free, confidential counseling through our partnership with BetterHelp.

Investing in Your Future (and Present):

• 401(k) Retirement Savings Plan with 100% employer match on contributions up to 6% - so your future self will thank you.
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) to make your money go further.
• Life and Accidental Death & Dismemberment (AD&D) Insurance for added peace of mind.
• Wellness on your terms: get up to $60/month toward fitness, mental health, or almost anything that helps you feel your best.
• After one year of employment, enjoy a $300 home office setup bonus to help make your space work for you. 
• Keep growing with support for continuing education - we’re invested in your development.

Most importantly, we have a stellar team of coworkers, a really cool office, and lots of fun activities!

Tekmetric is an equal opportunity employer. We hire hard working individuals, regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, or veteran status. We know that when our employees feel appreciated and included, they can be more creative, innovative and successful.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.