Job Description We are seeking an exceptional Payments Agent to join our team. In this role, you will be responsible for providing specialized support to our partner merchants regarding payments. This position requires analytical skills, attention to detail, and a strong focus on customer service to ensure a smooth, timely, and effective experience for our restaurant vertical partners. - Attend to and manage inquiries or complaints related to payments from our partner merchants. - Analyze, identify, and resolve inconsistencies or issues in the payment flow. - Follow up on open cases, ensuring complete resolution within the defined SLAs. - Escalate cases that require intervention from other areas (Finance, Legal, or Technology). You will use tools like Excel and internal databases for data analysis and report generation. Maintain clear, empathetic, and effective communication with partners throughout the management process. This role is ideal for individuals who enjoy working in a dynamic environment and are passionate about delivering exceptional customer experiences.