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.

LILT's mission is to make the world's information available to everyone, no matter the language they speak. Join our global community who thrive on innovation and excellence. Our collective knowledge, uniqueness, and skills deliver multilingual AI and human-verified services to Enterprises, Governments, and AI Developers around the world.

Earn money. Have fun. Advance human knowledge. Work on diverse projects from anywhere, any time you want. Get paid quickly and fairly, and build your professional network in a supportive community—all through a streamlined application process tailored to your expertise.

Information collected and processed as part of your application process, including any job applications you choose to submit, is subject to LILT's Privacy Policy at https://lilt.com/legal/privacy.

At LILT, we are committed to a fair, inclusive, and transparent hiring process. As part of our recruitment efforts, we may use artificial intelligence (AI) and automated tools to assist in the evaluation of applications, including résumé screening, assessment scoring, and interview analysis. These tools are designed to support human decision-making and help us identify qualified candidates efficiently and objectively. All final hiring decisions are made by people. If you have any concerns, require accommodations, or would like to opt-out of the use of AI in our hiring process, please let us know at recruiting@lilt.com.

LILT is an equal opportunity employer. We extend equal opportunity to all individuals without regard to an individual’s race, religion, color, national origin, ancestry, sex, sexual orientation, gender identity, age, physical or mental disability, medical condition, genetic characteristics, veteran or marital status, pregnancy, or any other classification protected by applicable local, state or federal laws. We are committed to the principles of fair employment and the elimination of all discriminatory practices.