Support Coordinators

About the role

We're looking for two Payment Support Coordinators to join our Expert Services & Operations (ES&O) team on a short-term contract basis. You'll work directly on our linguist payment queue, helping to clear a backlog of payment requests and restoring a reliable, responsive experience for our global network of expert linguists.

This is a high-impact, hands-on role. You'll be triaging, investigating, and resolving payment issues across multiple systems, working closely with our existing coordinators and escalating to finance and engineering where needed.

What you'll be doing

• Triaging and responding to incoming payment support tickets in Jira, prioritising by urgency and issue type

• Investigating payment failures, discrepancies, and delays across the Lilt platform, Tipalti, Salesforce, and third-party processors (PayPal, Payoneer)

• Resolving common issues including: Tipalti profile corrections, 2FA resets, banking detail mismatches, and manual offline payment (OPM) re-logging

• Communicating clearly and empathetically with linguists to gather information and provide timely updates

• Escalating technical breakages (e.g. platform stats sync issues) and rate discrepancies to the relevant internal teams

• Maintaining accurate ticket notes and contributing to weekly reporting on queue volume and SLA adherence

What we're looking for

• Experience in a payments, finance operations, or customer/vendor support role

• Comfortable working across multiple systems simultaneously (Jira, Salesforce, or similar)

• Detail-oriented with strong written communication skills — you'll be dealing with complex, sometimes sensitive payment disputes

• Able to work independently, manage a high-volume queue, and know when to escalate

• Experience with Tipalti or international payment platforms is a strong plus

• Fluency in English required; additional languages are a bonus given our global linguist community

What to expect

This is a contract role. You'll be joining a small, collaborative ES&O team and will have clear ownership of a defined portion of the queue from day one.

AI is changing how the world communicates — and LILT is leading that transformation.

Apply for this role →

Opens the employer's application page