Payments Operations Analyst - #1695620

About Quilt Software:

Quilt LLC is PSG Equity's latest vertical software and integrated payments platform, similar to their successful EverCommerce investment which recently went public. Quilt provides specialty inventory and POS software through a family of vertically focused, independently managed subsidiaries. See www.quiltsoftware.com for more information.

Quilt Software is becoming a market leader in point-of-sale (POS) software, offering vertical-specific inventory management solutions for high SKU businesses with complex requirements. We offer an integrated payments solution to manage to process a high volume of payments flowing through the software at a retail or wholesale level.

Job Summary:

We are seeking a skilled payments operations analyst to bridge the gap between our support, product, and development teams, ensuring seamless integration and efficient resolution of operational and technical issues. This role demands excellent communication skills, as you will be the primary liaison communicating critical information between teams to streamline payments operations, enhance product quality, and improve user satisfaction. A proactive, problem-solving approach and the ability to manage multiple priorities in a fast-paced environment are essential.

You'll work collaboratively with cross-functional teams and leverage customer feedback to enhance product solutions. A successful candidate will be a well organized, proactive , and driven problem-solver.

Responsibilities:

• Serve as the primary liaison between support, product, and development teams, facilitating open and effective communication to enhance collaboration and problem resolution.
• Monitor and respond to internal support tickets, ensuring clear, timely, and prioritized communication to appropriate technical teams for swift action.
• Consolidate and articulate feedback from various channels, including customer support and internal teams, to help inform product improvements and development priorities.
• Organize and lead regular meetings with stakeholders to discuss system performance, gather feedback, and coordinate responses to technical issues, maintaining a central role in information dissemination.
• Develop and maintain clear documentation of processes and feedback loops to ensure consistency in communication and procedures.
• Prepare and deliver reports on issue trends, resolution status, and system updates to senior management, providing insights for strategic decision-making.
• Implement communication strategies that promote a culture of feedback and continuous improvement within the technical operations framework.
  
  

Requirements:

• Proven experience in a technical support or operations role with a strong emphasis on communication and coordination across diverse teams.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
• Well organized with an ability to prioritize multiple competing priorities.
• Strategic thinker with a customer-centric mindset and a passion for delivering innovative solutions.
• Self-starter with the ability to thrive in a fast-paced, dynamic environment and drive results.
  
  

Preferred skills:

• Advanced proficiency in communication tools and platforms, such as Slack, Microsoft Teams, or similar, to effectively manage and streamline cross functional team collaboration.
• Experience in conducting effective meetings and presentations to various stakeholders, enhancing clarity and decision-making processes across teams.
• Strong interpersonal skills with a proven ability to negotiate and mediate between different groups, ensuring alignment and fostering a collaborative work environment.
  
  

Benefits:

• Competitive salary and performance-based bonuses.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement savings plan with company matching.
• Professional development opportunities.
• Vibrant and inclusive company culture.
  
  

Salary: $50-$70K

Location: This position is based at our office in Provo, UT or Charlotte, NC, with the possibility of remote work for the right candidate.