Payments Specialist

As a Payment Specialist within IDEXX's Payments Financial Services team, you will play a critical role in keeping our managed payments platform secure, compliant, and merchant‑ready. This role sits at the intersection of merchant services, payments domain expertise, customer engagement, and risk and compliance oversight.

This is an individual contributor role intended for someone who already brings 5‑10 years of hands‑on payments industry experience, including direct exposure to merchant underwriting, KYC/KYB, card network rules, pricing frameworks, and chargeback/dispute handling. Experience with embedded or software‑led (ISV) payments models is a strong plus.

Keeping our managed payments platform secure and compliant protects IDEXX and every merchant who relies on it. You will be the person who translates technical and regulatory requirements into a smooth merchant experience, holding the customer relationship and the compliance bar at the same time, while partnering closely with Sales, Product, Engineering, and Compliance to keep the platform healthy.

• You will serve as the payments subject matter expert (SME) for Commercial and Sales teams, supporting deal structuring, pricing questions, merchant‑fit assessments, and customer‑facing sales conversations that require payments expertise.
• You will engage directly with merchants to answer payments questions and resolve issues.
• You will partner with internal teams and support account migrations onto the platform.
• You will provide onboarding support as needed (e.g., during volume spikes or coverage gaps), partnering with the primary onboarding team rather than owning the onboarding queue.
• You will provide day‑to‑day support to existing merchants on payment processing questions, account changes, and technical issues.
• You will act as a liaison between merchants, commercial teams, and internal stakeholders.
• You will meet internal and merchant‑facing SLAs for response and resolution and contribute to the internal knowledge base and support documentation.
• You will monitor the managed payments platform for anomalies.
• You will monitor and report on the sub‑merchant end‑to‑end chargeback and dispute process.
• You will support adherence to PCI DSS and card network (Visa/Mastercard) rules and manage compliance matters.
• You will partner with product teams to improve onboarding workflows and platform controls.
• You will document and maintain SOPs for onboarding, support, and risk processes.

• You have 5‑10 years of experience in the payments industry, with direct experience in merchant services, payment operations, or a related function (required).
• You have experience with merchant underwriting and KYC/KYB processes, and are comfortable providing onboarding support when needed, though this role does not own the onboarding queue.
• You have working knowledge of chargeback and dispute management and card network rules.
• You have strong customer‑facing communication skills and are comfortable acting as the payments SME in live customer conversations, explaining technical and compliance topics to non‑technical audiences.
• You possess a bachelor's degree or equivalent combination of education and experience.
• You have hands‑on experience with payment gateway/processor operations and card network (Visa, Mastercard) rules and dispute frameworks.
• You can analyze and report on portfolio health, chargeback rates, and compliance metrics.
• You are intellectually curious, with a bias toward identifying and pursuing opportunities to automate or streamline work.
• Ideally, you bring experience with embedded/ISV payments — software‑led payments, integrated payments, or a payment facilitator (Pay Fac)/merchant‑of‑record model where payments…