At TreviPay, we believe loyalty begins at the payment. Thousands of sellers use our global B2B payments and invoicing network to provide choice and convenience to buyers, open new markets and automate accounts receivables. With integrations to top eCommerce and ERP solutions and flexible trade credit options, TreviPay brings 40 years of experience serving leaders in manufacturing, retail and transportation.  

Every day, TreviPay employees are challenged and empowered in a supportive, collaborative, entrepreneurial environment. 

The Service Excellence Specialist role plays a pivotal role in supporting client program success by working closely with Global Operations team, Account Management (who are directly assigned to clients), and our Outsourcing Partner, which manages customer support agents. This role ensures a seamless onboarding and migration experience for clients, drives operational excellence through performance monitoring and data analysis, and serves as a key liaison for both internal and external stakeholders.

This role reports to the Director, Customer Experience and acts as a central coordinator across TreviPay’s operational teams, client-facing personnel, and third-party service providers.

Key Responsibilities:

• Lead onboarding and migration for new clients, ensuring smooth transitions and successful program launches
• Provide post-launch hypercare support and resolve client issues
• Act as the primary contact for client escalations, coordinating resolution with internal teams and stakeholders
• Monitor overall program health, including performance metrics, system behavior, and end-user experience
• Identify and address gaps, conduct root cause analyses, and drive corrective and continuous improvement initiatives
• Develop and maintain dashboards and reports (KPIs, SLAs, NPS) for internal and client use, including support for Quarterly Business Reviews (QBRs)
• Analyze operational data to guide decisions and optimize processes
• Lead and support AI, machine learning, and automation initiatives to improve workflows and client experience
• Partner cross-functionally to implement automation projects and measure operational impact
• Oversee Outsourcing Partner performance through daily engagement, escalations, training, and audits
• Develop and maintain client-specific SOPs, documentation, and training materials
• Coordinate operational updates, project deliverables, and communication between TreviPay, clients, and Outsourcing Partners

Ideal Candidate Qualifications:

• Proven experience in client onboarding, program delivery, and operational support
• Deep knowledge of CaaS products and services
• Excellent communication and stakeholder management skills
• Strong analytical mindset with ability to interpret complex data and drive action
• Experience with reporting platforms and tools (e.g., Power BI, Excel, Tableau)
• Familiarity with automation and AI/ML technologies a plus
• Exceptional organizational and multitasking capabilities
• Experience working with outsourcing vendors and cross-functional teams
• Ability to travel and flexibility in work schedule as needed 

Why you will love working at TreviPay

• Competitive salary
• Paid parental leave
• Generous paid time off
• Medical, dental, vision, FSA, Life/AD&D, long and short term disability
• 401K matching
• Employee referral program

At TreviPay we believe:

• in saying yes to unique and challenging requirements
• empowered team members are creative team members
• our products make the customer’s day just a little bit better
• work/life balance makes us all more effective

TreviPay is an Equal Opportunity and Affirmative Action Employer.  We welcome all veterans and disabled applicants.

Individuals with disabilities will be provided reasonable accommodation to participate in the job application and/or interview process. Please contact Recruiting@trevipay.com to request an accommodation.