Location: Mexico, Remote / Chihuahua (Hybrid)

Preferred Locations: Guadalajara or Chihuahua.

Type: Contractor, Full-time

About Ottimate

Ottimate is an AI-powered AP [Accounts Payable] automation platform that empowers finance teams to reduce costs, prevent overpayments, detect fraud, and enforce policy compliance across the entire invoice-to-payment lifecycle.

About the Role

Spend Payment Operations Analysts are the front-line subject-matter experts for Ottimate’s Spend Management and Payment Operations workflows. They resolve client inquiries end-to-end, from card declines and reimbursement questions to ERP export failures. They also investigate complex issues down to the root cause and partner with Product and Engineering to fix problems at the system level.

This role is built for someone who already understands how money moves and requires mid-to-senior level expertise in payment operations, high technical resourcefulness, and strong analytical capabilities. You will investigate complex, undocumented issues using internal admin tools, database/log inspection, and processor platforms before escalating to Engineering. You’ll also leverage AI tools to diagnose errors faster, automate repetitive workflows, and build the playbooks needed to make Spend scalable.

Core Responsibilities

• Spend Payment Ops: Resolve complex card declines, reimbursement, location mapping, and ERP export tickets via Freshdesk, email, and live calls.
• Log & Data Inspection: Use internal admin tools and processor portals (e.g., Corpay) to trace failed transactions and guide clients on resolution steps (e.g., setting up ACH allowlists or updating limits).
• Engineering Escalations: Conduct initial investigations on platform bugs—gathering raw payload data, logs, and reproduction steps—before submitting structured Jira tickets.
• Documentation & Process Ownership: Operating without a playbook: when encountering unscripted edge cases, independently determine the solution and build clean SOPs/Notion docs.
• Process Automation: Identify repetitive support tasks and build AI-assisted workflows to eliminate manual effort.

Performance Metrics

• First-Contact & Independent Resolution Rate: Resolving complex inquiries independently without unnecessary engineering escalations.
• Escalation Quality: Depth of log analysis, reproduction steps, and accuracy in Jira tickets submitted to Engineering.
• Documentation Contributions: Quality and volume of SOPs and knowledge-base articles created to standardize team processes.

Requirements

Required

• 3+ years of dedicated experience in payment operations, commercial card program management, or fintech support.
• Deep Knowledge of Payment Mechanics: Direct experience with card issuing, interchange, ACH network rules, and end-to-end expense reconciliation.
• Advanced Technical Troubleshooting: Proven ability to independently investigate raw logs, error payloads, and transaction histories (e.g., ACH return codes, MCCs, card decline reasons) before escalating.
• ERP & Accounting Integration Expertise: Working knowledge of accounting flows and GL mapping in enterprise systems (QuickBooks, NetSuite, Sage Intacct, R365).
• Analytical Mindset & Resourcefulness: Proven track record of navigating ambiguity—figuring out undocumented edge cases and authoring clean SOPs for the team.
• AI & Workflow Efficiency: Practical experience using AI tools to parse data, interpret logs, and speed up troubleshooting, with the critical judgment to verify outputs against source data.
• Communication: Clear, concise communication skills when explaining technical payment errors to both clients and engineering teams.

Preferred

• Experience with card issuing/processing platforms (e.g., Corpay, Marqeta) and or KYB/KYC onboarding.
• Familiarity with SQL, API tools, reporting platforms (Periscope), support platforms (Freshdesk), and Jira bug ticketing. .
• Experience building automations via Slack workflows or AI-assisted scripts.