Service Excellence Specialist

TreviPay • Overland Park, KS • 10h ago

This job was posted by https://www.kansasworks.com : For more information, please see: https://www.kansasworks.com/jobs/13347415

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 TreviPays operational teams, client-facing personnel, and third-party service providers.

Key Responsibilities:

oLead onboarding and migration for new clients, ensuring smooth transitions and successful program launches

oProvide post-launch hypercare support and resolve client issues

oAct as the primary contact for client escalations, coordinating resolution with internal teams and stakeholders

oMonitor overall program health, including performance metrics, system behavior, and end-user experience

oIdentify and address gaps, conduct root cause analyses, and drive corrective and continuous improvement initiatives

oDevelop and maintain dashboards and reports (KPIs, SLAs, NPS) for internal and client use, including support for Quarterly Business Reviews (QBRs)

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