Manager, PayFac and Merchant Operations (FieldRoutes)

Get to know us:
We're FieldRoutes, a leading cloud-based and mobile SaaS provider in the pest control and lawn care industry . Recently acquired by ServiceTitan, the world's leading provider of software for the trades, our platform automates all aspects of field service operations for enterprise and small businesses, enabling them to accelerate growth, streamline operations, increase customer retention, and maximize revenue.
When you join our team, you'll be joining one of the fastest growing companies in the US with an award-winning culture that's been celebrated by Inc. Magazine and Forbes . Trusted by over 1,700 field service companies across thousands of locations, our software helps clients manage upwards of a billion dollars in revenue. Our partnership with ServiceTitan will enable us to accelerate investment in our technology and people while maintaining our flexible startup culture.
Ready to make your career move?
As the PayFac and Merchant Operations Manager, you will be responsible for managing all day-to-day payments operations at FieldRoutes. This includes all parts of the customer lifecycle from merchant signup and onboarding, to oversight, monitoring and ensuring top quality customer support along the way. You and your team are the SMEs for existing and new payments products, as well as training other department team members all they need to know about FieldRoutes Payments. To keep us efficient and scalable, we live by KPIs and continual process improvement.
We want to empower our customers to take the next leap forward by making the collection of payments simple and easy.
What you'll do:

• Manage time effectively, meet personal goals and work closely and effectively with other departments and leaders through the organization
• Support merchant migrations from other gateways, including card and ACH data imports
• Enabling customers to handle the chargeback and ACH return processes efficiently
• Assist with the FieldRoutes PCI compliance as necessary and merchant PCI reporting requirements
• Internal interdepartmental communication and training
• Periodic merchant reviews
• Assist in the successful launch of new products and features
• Serve as POC for all escalations to resolution
• Ensure processes are in place for collaboration with other departments and identify gaps and how to increase efficiency
• Vendor management
• External communication as necessary
• Define best practices for the company
• Define systems that allow the customer to stay up to date on the status of their credit card migration
• Data tracking and analysis
• Create and maintain documentation for new processes and procedures

What you'll bring:

• Bachelor's degree required or equivalent combination of work experience and education
• 3+ years working in merchant processing/credit cards
• 2+ years working in a supervisory role
• Excellent verbal and written communication skills
• Strong analytical capabilities for advanced problem-solving
• Ability to multi-task, prioritize, and manage time effectively
• Self-driven, results-oriented with a positive outlook and a focus on quality
• Advanced knowledge of Microsoft Office or Google Suite equivalent: Word, Excel, and PowerPoint
• Experience working with JIRA and Salesforce.com preferred but not required
• Ability to work in a fast-paced environment
• Quick learner and willing to be flexible

Where you'll work:
We're 100% remote with HQ located in McKinney, TX.
Be Human With Us:
Being human isn't about checking every box on a list. It's about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we're solving. We're in this together. Come be human, with us.
What We Offer:
When you join our team, you're not just accepting a job. You're making a career move. Here's how we'll support you in doing some of the most impactful work of your career:

• Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more.
• Holistic health and wellness benefits: Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to Headspace, Galileo, One Medical, Ginger and more.
• Support for Titans at all stages of life: Parental leave and support, up to $20k in adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, pet insurance, legal advisory services, financial planning tools, and more.

At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.
ServiceTitan is committed to fair and equitable compensation for all of our employees. We thoughtfully consider a wide range of factors when determining individual compensation. The expected salary range for this role is between $83,000 - $119,000. Actual compensation for an individual may vary depending on skills, performance over time, qualifications, experience, and location. In addition to the base salary, the total compensation package also includes an annual bonus, equity and a holistic suite of benefits.