Payment Solutions Customer Advocate II

Job DutiesPosition Title: Payment Solutions Customer Advocate IIJob ID: R-000181Location: US MN Minneapolis OfficePosting Type: Full timeDescription:SPS Commerce is a leading provider of cloud-based supply chain management solutions, serving a global network of retail trading partners. We foster a collaborative and inclusive work environment where innovation and continuous improvement are highly valued. Join SPS Commerce and be part of a dynamic team that's transforming the global retail supply chainPosition Summary:The Payment Solutions Customer Advocate is responsible for engaging with customers who have missed payments, ensuring a high-quality customer experience, minimizing service disruption, and resolving open balances. This role will work closely with customers and internal teams to understand root cause and identify solutions to resolve and ultimately retain a paying the customer.Essential Responsibilities / Dutiestu2022 Engage customers who have missed payments to avoid disruption of servicestu2022 Conduct empathetic, solution-oriented conversations with customers to understand and resolve payment issuestu2022 Research internal and external sites for contacts to resolve billing contact gapstu2022 Educate users on payment portal and autopay options, to increase adoption and positive experiencetu2022 Reduce complexity for internal teams and customers by digesting financial information and clearly communicating contract, invoice, payment, statement, and balance information.tu2022 Work closely with customers and internal teams to identify root causes, recommend solutions, and ensure resolutiontu2022 Report and analyze customer feedback and trendstu2022 Provide regular reports on engagement activities including status, reason codes, success rates, satisfaction, customer health and feedback, and insights into trends that can help improve customer experience and process.tu2022 Communicate effectively with multiple levels of both SPS and the customer, negotiating with customers and/or levels of leadership to be a champion of the customer, their retention, as well as the SPS business, adjusting the message to the audiencetu2022 Plan, prioritize, and execute a variety of work on different platforms independently, create and manage customer action planstu2022 Execute monthly operational processes to identify, communicate, and action customer cohortstu2022 Partner closely across Customer Success Operations, Support, and Delivery teams as well as Customer Success Manager, Contracts, and Finance to continuously learn and address issues, driving timely resolutionMinimum Requirementstu2022 Bacheloru2019s degree, or equivalent combination of education and experiencetu2022 A minimum of 5 years of related experiencetu2022 Proven success collaborating and building strong relationships with customerstu2022 Demonstrated ability to understand and analyze customer contract, invoice and payment informationtu2022 Demonstrated ability to utilize multiple systems and AI to research and investigate issues, resolving complex issues with initiative and ownershiptu2022 Demonstrated ability to manage customer escalations and drive to desired outcomeLocation:This role follows a hybrid work model, with regular in-office presence required at our Minneapolis office.What We Offer:At SPS Commerce, we are committed to ensuring that each employee's compensation reflects their unique experiences, performance, and skills in their role. The pay range for this role considers several factors, including education, relevant skills, work history, certifications, location, and more.The hourly pay range for this role is: $58,900.00 - 88,400.00 USD Annual. The actual pay offered will be determined based on the factors listed above and may fall anywhere within the range.SPS Commerce offers a comprehensive benefits package designed to support employeesu2019 health, well-being, and financial security. Benefits are country-specific and aligned with local laws and market mitment to our Employees:At SPS we power connections that drive the world of commerce forward, and our success depends on making strong decisions, fostering innovation, delivering unparalleled customer solutions, and driving outstanding business performance. We achieve this by creating an environment where every employee feels a true sense of belonging. We embrace diversity, equity, and inclusion, ensuring everyone feels accepted, valued, and empowered to make a meaningful impact.We are committed to affirmative action and equal opportunity in all aspects of employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.}Apply Here: Minimum Education RequiredSee description. Minimum Experience RequiredSee description. ShiftFirst (Day) Number of Openings1 Public Transportation AccessibleYes Compensation$58,900.00 - $88,400.00 / Annually Postal Code55402 Place of WorkHybrid Requisition ID5652 Job TypeFull Time Job BenefitsHealth Insurance Application Link

Created: 2026-01-28