Senior Payments CX Specialist

Requirements

• Proven experience owning customer-facing payment or billing operations in a high-complexity environment (fintech, energy, SaaS, marketplaces, or similar)
• Strong case investigation skills and comfort operating across systems and stakeholders to reach accurate outcomes
• Demonstrated ability to identify patterns and drive systemic improvements (not just resolve individual tickets)
• Strong partnership skills with Finance and Product, including ability to define clear requirements and prioritisation
• Data-literate: can define and track metrics, interpret trends, and turn insights into action (not necessarily a data/analytics specialist)
• High empathy and customer judgement, balanced with revenue protection and compliance awareness
• CRM experience: confident using tools like HubSpot (or similar) and Intercom (or equivalent) to manage customer interactions, payment cases, and workflows.
• Experience with payments failure modes (direct debit, card payments, bank transfers), invoicing workflows, and collections prevention
• Experience in the energy industry
• Experience designing CX playbooks, SLAs, and QA standards
• Familiarity with experimentation (A/B testing) for messaging and behavioural nudges
• ✨ Benefits & Perks:
• Competitive salary
• We review salaries twice a yea

Additional Information

📈 Who We Are: We are rebuilding the energy transaction, making it transparent and fair. Our goal is to put power back where it belongs, in the hands of customers and to take on one of the most critical problems of our century, access to low cost electricity. tem exists to fix a broken global energy market that's long favoured legacy operators, intermediaries, and opaque pricing. Today's electricity system was not designed for rapid decarbonisation, AI-driven efficiency or fair access for the actual users - businesses and generators. We've built the first AI native transaction infrastructure to reinvent how electricity is bought, sold and priced. Our technology is designed to cut out the inefficient fees, automate complex market flows, and bring transparency and fairness to energy transactions at scale. In late 2025, after extraordinary growth, we closed a $75 million Series B - led by Lightspeed Venture Partners with participation from Albion, Atomico, Allianz, Hitachi Ventures, Hitachi Ventures, Schroders Capital and others - positioning us for global expansion, deeper product innovation and category leadership. We're scaling internationally and building toward a future where AI-driven infrastructure is foundational to electricity markets worldwide. Since launch, our modern utility product, known as RED, has already facilitated thousands of business customers and billions in energy transaction value, proving that modern software and AI can transform an industry built on legacy systems. At tem, we're not just building another energy company, we're rearchitecting market infrastructure so that transparency, efficiency and sustainability become the default, not the exception. 🏅 The Role: We're looking for a Senior Payments CX Specialist to own the end-to-end customer payments experience (payment, billing and early debt layer) , ensuring revenue is protected while customer trust increases. This role sits in the Customer Experience (CX) team and operates as the payments subject matter expert across CX, Product and Finance. You'll resolve complex payment issues, eliminate systemic payment friction, and convert frontline insight into scalable improvements across the payments engine. 🚀 Responsibilities: Own the end-to-end payments experience: Define what "great" looks like across payment clarity, payment methods, payment timing, payment failures, and early-stage debt prevention. Resolve complex payment cases: Handle high-complexity payment and billing queries with precision and empathy, including escalations that require cross-functional coordination. Revenue protection through CX: Own early-stage debt prevention strategy, behavioural nudges before debt forms, and payment failure root-cause analysis to reduce churn risk. Eliminate systemic friction: Identify, prioritise and drive fixes for recurring customer pain points in payment workflows and invoicing clarity. Cross-functional payments SME: Partner closely with Finance service, invoicing engine, data management service, credibility service, and Product to shape roadmaps and trade-offs. Feedback & systems ownership: Track payment friction and performance metrics, surface structured insights monthly, and influence roadmap improvements to reduce avoidable queries. Quality standards & SLAs: Set and maintain quality standards for payments support, aligning with CX leadership and ensuring consistent customer outcomes. 🎯 Success Metrics: Reduction in payment-related tickets (volume and repeat contact) Reduction in preventable early debt Improved payment success rate Reduction in payment-related churn signals Improved time-to-resolution for payment issues 🎯 Requirements:

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