Payments Support Specialist

About GoodLeap

GoodLeap is a technology company delivering best-in-class financing and software products for sustainable solutions, from solar panels and batteries to energy-efficient HVAC, heat pumps, roofing, windows, and more. Over 1 million homeowners have benefited from our simple, fast, and frictionless technology that makes the adoption of these products more affordable, accessible, and easier to understand. Thousands of professionals deploying home efficiency and solar solutions rely on GoodLeap’s proprietary, AI-powered applications and developer tools to drive more transparent customer communication, deeper business intelligence, and streamlined payment and operations. Our platform has led to more than $30 billion in financing for sustainable solutions since 2018.

GoodLeap is also proud to support our award-winning nonprofit, GivePower, which is building and deploying life-saving water and clean electricity systems, changing the lives of more than 1.6 million people across Africa, Asia, and South America.

The Payments Support Specialist works with our clients to ensure we are delivering the best Payments experience possible. This role will provide external and internal client support related to the end-to-end Payments’ product, as well as internal payments operations.

Additional duties include updating Payments Opportunities per SOP guidelines, ensuring that weekly data provided to the PGSM team for pipeline management, development, and goal alignment across the Payments teams is accurate. Act as a payments Subject Matter Expert (SME) for internal and external support and assist with contractor training as necessary. The Payments Support specialist will assist in weekly contractor outreach to ensure that trainings are scheduled in a timely manner, and onboarding processes flow in a timely manner.

The Payments Platform and Customer Support will have full accountability for all payments support and provide regular risk and compliance oversight to Leadership.

Essential Job Duties and Responsibilities

• Provide our clients with world-class service related to our Payments platform. Understand client goals and pain points and partner to resolve issues and enhance product experience. Respond to and log email communication in the Support email inbox. Log in to Support queue daily and ensure timely responses and high service levels with all communications.
• Drive contractor readiness by coordinating outreach for Origin set up and required trainings. Assist with contractor training when necessary. Ensure completion of onboarding flow across platforms. (Origin, Stripe, SFDC).
• Serve as the go-to Subject Matter Expert (SME) for payments platform, providing expert guidance and solutions to both internal teams and customers.
• Take initiative in identifying areas for improvement within the support process, leading projects and partner with leadership to enhance client experience and operational efficiency.
• Communicate effectively with clients, team members, and other stakeholders, ensuring clear and concise information flow.

Required Skills, Knowledge and Abilities

• Prior customer support experience preferred
• Work independently and collaboratively
• Takes initiatives
• Effectively interact with high profile partners
• Exceptional verbal and written skills
• Ability to drive projects from start to finish
• Diligent record keeping, maintain training materials and documentation
• Superior customer service skills
• Flexibility to adapt to changing priorities and business needs
• Proficient with Excel and PowerPoint
• Knowledge in payment products a bonus