Payments Technical Support Specialist, ROLLER
Management software for the leisure industry
Open for applications
Management software for the leisure industry
201-500 employees
Open for applications
201-500 employees
Company mission
To help create experiences that bring joy and happiness to the world.
Role
Who you are
- You’ve been there, done that and have a bias for action and results. You’re a mentor who supports customer success members in responding to technical requests and bring organizational abilities to ensure we solve problems once
- At least 3+ years of in-depth knowledge of payment solutions and/or finance industry products and systems
- Advanced Excel and/or data analytics skills
- Prior SaaS Experience working in customer support with technical products
- Outstanding interpersonal, influencing, verbal, and written communication skills
- Proven experience in defining and achieving innovations and improvements to support systems
- You bring a strong work ethic with superior time management abilities
- You are someone who obsesses over customer success with a passion for customers and business
- You are a self-starter and navigate blockers with initiative
What the job involves
- We are on the hunt for a highly organized and collaborative technical expert to join us as our new Payments Technical Support Specialist in the US
- You will be instrumental in developing and maintaining processes for support escalations, delivering solutions to the most complex customer problems, be an escalation point for queries and assist the customer success teams and create documentation and learning materials to our financial serviced products
- You’ll be heralded for your ability to solve customer problems, you’ll be constantly challenged by new and emerging problems and you’ll be instrumental in designing updates, materials and solutions for customers
- It’s an opportunity to make the role your own and really advance your career in payments or develop a payments specialization
- You’ll get to apply and learn knowledge of global payment solutions coupled with SaaS/Fin-Tech experience to make a significant impact at ROLLER!
- Respond to all Level 3 support escalations via our help desk
- Assist customer teams design and implement resources to help customers and internal teams understand payments
- Communicate with clients and manage escalations around funding and transaction exceptions
- Develop & maintain a level of expertise regarding ROLLER’s operations process as well as technical & software capabilities
- Coordinate with internal support, implementation, customer success, account management and sales teams to ensure client escalations are resolved
- Develop and deliver all processes and documentation relating to Payments support
- Provide key input into overall payments strategy, raising key improvements and investment required to improve ROLLER payment operations and efficien
Application process
- Initial call with our Talent Acquisition Manager
- You’ll have an initial call with our Talent Acquisition Manager to chat through some of your experience to date, salary expectations and you can check off any initial questions you might have
- Interview with our Head of Payments
- You will get to meet with our Head of Payments to learn more about the role & ROLLER whilst also talking through your experience in more detail
- Loop Interviews
- This is where you will get to meet our wider ROLLER team to do a ‘vibe check’ on us to make sure our culture & vibe meet what you are looking for!
- Offer
- If all lights are green and the fit feels right, we’ll conduct reference checks and you'll receive an offer to join!
Our take
When it comes to digital tools, the leisure industry has been somewhat left behind. So businesses operating attractions generally have to cobble together solutions from ill-fitting CRMs, ticketing systems and spreadsheets. ROLLER exists to improve this situation by providing an all-in-one platform for managing guest experiences at attractions from trampoline parks to medieval fairs.
ROLLER is unique in its focus on the leisure and attractions industry, and its platform is highly regarded within the sector for its speed, flexibility and reliability. It is used by its customers to manage over 100 million visitors per year at over 1000 attractions, with billions of dollars in transactions annually.
Over the years, ROLLER has strengthened its position through collaborations, the raising of substantial funds and extensive R&D. In 2025, for example, the company secured $50 million to invest in AI innovation. It also acquired BookNow Software, a UK-based CRM-native booking and operations platform, which strengthens support for its European customers.
Steph
Company Specialist at Welcome to the Jungle
Insights
15% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Oct 2025
$54.4m
LATE VC
Nov 2023
$55.5m
SERIES C
Total funding: $140.5m
Company benefits
- Four ROLLER Recharge days per year (that is four additional days of leave that we all take off together as a team to rest and recuperate)
- Claim up to $120 work-from-home expenses per month
- 16 weeks paid Parental leave for primary carers and 4 weeks paid Parental leave for secondary carers
- Free Medical Insurance
- 401(k) Plan
- Engage in our ‘Vibe Tribe’ - led by our team members; you can contribute to company-wide initiatives directly. Regular events and social activities, fundraising & cause-related campaigns... you name it. We're willing to make it happen!
- Team member Assistance Program to proactively support our team's health and well-being, access to coaching, education modules, weekly webinars, and more
- Work with a driven, fun, and switched-on team that likes to raise the bar in all we do
- Individual learning and development budget plus genuine career growth opportunities as we continue to expand!
Company HQ
East Cesar Chavez, Austin, TX
Leadership
Luke Finn
(Co-Founder & CEO)Prior to co-founding ROLLER they were an Analyst at Fulton Hogan.
Mark J Finn
(Co-Founder & CFO)Currently also a Mentor at Techstars and a Member of the Tech Council of Australia. Was previously Global Transformation Advisor at PwC. Before that was an Analyst for Macquarie Group.
Salary benchmarks
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