Senior Payments CX Specialist

About the Role: At tem, we are rebuilding the energy transaction market to make it transparent and fair using AI-native infrastructure. 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.

What You'll Do

• Own the end-to-end payments experience, defining what "great" looks like across payment clarity, methods, and timing.
• Resolve complex payment and billing queries with precision and empathy, handling escalations that require cross-functional coordination.
• Own early-stage debt prevention strategy and payment failure root-cause analysis to reduce churn risk.
• Identify, prioritise, and drive fixes for recurring customer pain points to eliminate systemic friction.
• Partner closely with Finance and Product teams to shape roadmaps, tracking payment friction and performance metrics.

What You Bring

• Proven experience owning customer-facing payment or billing operations in a high-complexity environment (fintech, energy, SaaS, etc.).
• Strong case investigation skills and the ability to drive systemic improvements, not just resolve individual tickets.
• Data-literate with the ability to define and track metrics, interpret trends, and turn insights into action.
• CRM experience using tools like HubSpot or Intercom to manage customer interactions and workflows.
• Bonus: Experience with payments failure modes, designing CX playbooks, SLAs, and familiarity with the energy industry.

Benefits

• Competitive salary reviewed twice a year, plus Stock Options so everyone has ownership in our mission.
• 25 days holiday plus public holidays, and an extra day off for your birthday.
• Up to £1,200 annually to upgrade your remote setup and £150 monthly for your wellbeing.
• Fully remote and flexible working environment within the United Kingdom with clear core hours.