Manager, Customer Success(Onboarding & Settlement)

About InvoiceCloud: 

InvoiceCloud is a fast-growing fintech leader recognized with 20 major awards in 2025, including USA TODAY and Boston Globe Top Workplaces, multiple SaaS Awards wins for Best Solution for Finance and FinTech, and national customer service honors from Stevie and the Business Intelligence Group. Judges also highlighted our mission to reduce digital exclusion and restore simplicity and dignity to how people pay for essential services, as well as our leadership in AI maturity and responsible innovation. It’s an award-winning, purpose-driven environment where top talent thrives. To learn more, visit InvoiceCloud.com. 

InvoiceCloud is a fast-growing fintech leader recognized with 20 major awards in 2025, including USA TODAY and Boston Globe Top Workplaces, multiple SaaS Awards wins for Best Solution for Finance and FinTech, and national customer service honors from Stevie and the Business Intelligence Group. Judges also highlighted our mission to reduce digital exclusion and restore simplicity and dignity to how people pay for essential services, as well as our leadership in AI maturity and responsible innovation. It’s an award-winning, purpose-driven environment where top talent thrives To learn more, visit www.InvoiceCloud.com. 

Job Details

We are seeking a highly skilled and results-oriented Manager, Boarding & Settlement Operations to support Customer Success. This role will provide leadership across Payfac Treasury Operations and Sub-Merchant Operations, partnering closely with U.S. team leaders to ensure operational excellence, accurate financial processing, and high-quality onboarding experiences.

Success Profile

This role is anchored in our company’s competencies. These competencies reflect the mindsets and behaviors that define success in this role. Below is how each competency translates into meaningful impact and outcomes for this position.

Takes Ownership

• Lead, recruit, interview, hire, and train team members while establishing clear accountability for performance and outcomes


• Conduct performance evaluations and provide regular constructive feedback to drive individual and team development


• Serve as the point of escalation for complex cases, ensuring timely resolution through appropriate resource coordination


• Own a case queue of billers and merchant inquiries, ensuring prompt and effective resolution

Customer-Centric

• Ensure high-quality support for merchant onboarding (KYC/KYB), configurations, and administrative processes to deliver a seamless customer experience


• Maintain onboarding SLAs for billers, including vendor onboarding, merchant profile creation, and status communication


• Support escalated customer issues by prioritizing resolution and maintaining strong communication with stakeholders


• Conduct daily intake meetings to review and prioritize new biller onboarding and add-on requests

Results-Driven

• Oversee team performance to ensure accurate and timely completion of daily and monthly reconciliations across payment platforms


• Ensure adherence to daily, weekly, and monthly Settlement Operations SLAs


• Monitor QA standards for onboarding and boarding team outputs, ensuring consistency and accuracy


• Manage multiple priorities in a fast-paced environment while maintaining high standards of execution

Strategic

• Partner with U.S. team leaders to drive functional initiatives and align operational priorities


• Identify key operational issues and collaborate with leadership to design scalable resolution paths


• Oversee reconciliation operations and workflows across multiple payment platforms to optimize efficiency and performance


• Leverage automation and AI tools to enhance reconciliation accuracy, streamline onboarding workflows, and improve operational scalability

Requirements

Required Knowledge and Skills:

• Customer-driven, results-oriented, and focused


• Outstanding verbal, written, presentation, and interpersonal skills


• Acute sense of urgency and resolution time sensitivity


• Knowledge of bank reconciliation and payment processing


• Knowledge of general accounting practices and principles


• Knowledge of credit card merchant and ACH processing systems


• Self-starter with a demonstrated ability to achieve results as part of an effective team


• Excellent time management, organizational, and planning skills


• Proficient with Microsoft Office Suite or related software

Education & Experience:

• A Bachelor’s degree or a minimum of 10 years of relevant work experience


• At least five years of experience, preferably in the software/technology industry


• At least two years of related experience in a supervisory position is preferred


• Experience with electronic payment processing, banking, ACH processing, and merchant card processing is a plus

Supervisory Responsibilities:

• Manages approximately 5 direct reports

Work Schedule:

• Monday – Friday: 8:00 a.m. – 5:00 p.m. ET

InvoiceCloud is committed to providing equal employment opportunities to all employees and applicants. We do not tolerate discrimination or harassment of any kind based on race, color, religion, age, sex, nationality, disability, genetic information, veteran or military status, sexual orientation, gender identity or expression, or any other characteristic protected under applicable laws.

This commitment applies to all aspects of employment, including recruitment, hiring, placement, promotion, termination, layoff, recall, transfer, leave, compensation, and training.

If you require a disability-related or religious accommodation during the application or recruitment process, and wish to discuss possible adjustments, please contact [email protected].

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