Payment Operations Specialist

Clio is the global leader in legal AI technology, empowering legal professionals and law firms of every size to work smarter, faster, and more securely.

We are currently seeking a Payment Operations Specialist to join our Payment Operations team in Toronto
, Vancouver
, or Calgary
.

Launched in late 2021, Clio Payments is already one of the fastest-growing legal payments solutions in the world, processing billions of dollars of client payments each year. The Payment Operations team, led by the Director of Payment Operations, is responsible for the rapid scaling of our Clio Payments product throughout North America and Clio’s broader international footprint. The team is responsible for the entire customer journey—from client intake and onboarding to day-to-day account management, dispute resolution, fraud, and credit monitoring.

Payment Operations is a critical function focused on driving results through strategic, operational, and data‑driven improvements.

We are seeking a Payment Operations Specialist with a track record in Payments Pricing, Operations and Risk Management to play a leading role in our scaling team. The candidate will deliver a seamless customer experience by providing competitive payments pricing, identifying process improvement opportunities, balancing day‑to‑day operational queues and risks, and influencing process design for new product and feature implementations.

• Prioritize custom payment pricing requests by analyzing complex card processing statements
• Perform complex payments pricing analyses for new and existing customers
• Collaborate with client-facing teams on custom pricing deal positioning, strategy, and talk tracks
• Manage direct customer communications around pricing and rate negotiations
• Manage operational queues to maintain and exceed internal and external SLAs
• Support a team of Payment Operations coordinators in acquiring new customers and supporting existing ones on the Clio Platform
• Directly support customers with payments questions or escalations, including topics related to making/accepting payments, payment safety and security, and onboarding to Clio Payments; interpret and communicate status of payment events; support application requirements; enable payments capability; execute operational launch of new products/features; serve as an escalation lead for Customer Success; act as a liaison with third-party service providers
• Monitor merchants and transactions for suspicious activity to safeguard against fraud
• Triage and resolve day-to-day customer issues such as business  bank account verifications
• Collaborate with chargebacks and disputes team on suspicious transactions and chargeback fraud
• Serve as a point of contact on cross‑functional projects with sales, customer success, product, and finance
• Become a subject matter expert in payments pricing, networks, and industry to serve as a thought leader and educational resource
• Identify efficiency opportunities and lead project execution and program management with cross-functional teams

• 3‑4 years of operational experience in financial services or payments
• 2‑4 years of card payments pricing experience
• 2‑3 years of customer success/support experience, preferably in a card payments environment
• General knowledge of ACH and wire transactions
• A passion for customer service and ability to manage difficult conversations
• Strong organizational and time-management skills, adaptable in high-growth environment
• Comfortable in technical operations with tight deadlines
• Strong interpersonal and communication skills, written and oral
• Strong computer skills

• Generative AI certifications or experience building AI agents
• Program management experience
• Direct experience in card acquiring and/or issuing
• Experience in compliance, fraud, and risk management at a fintech, bank, or card network
• Data analytics experience including SQL
• Payments processor, neobanking, fintech experience
• Experience with markets outside North America in payments or fintech

Competitive, equitable salary with top-tier health, dental, and vision insurance.

Hybrid work…