Customer Success Operations Specialist

We at Pine Labs are looking for those who share our core belief - “Every Day is Game day”. We bring our best selves to work each day to realize our mission of enriching the world through the power of digital commerce and financial services.

Role Purpose :

The Account Management & Operations role is responsible for managing key client relationships while ensuring smooth end-to-end operational execution of gift card programs. This role acts as the primary point of contact for corporate clients, channel partners, and internal teams to drive revenue, customer satisfaction, and operational excellence across gift card issuance, fulfillment, reconciliation, and support.

The Responsibilities we entrust you with :

• Manage and grow relationships with corporate clients, distributors and channel partners.
• Serve as the primary point of contact for client onboarding, queries, escalations, and renewals
• Understand client gifting, rewards & Loyalty, and Incentive requirements and propose tailored solutions
• Track account performance against agreed KPIs and SLAs
• Identify upsell and cross-sell opportunities within existing accounts
• Ensure high levels of client satisfaction and retention
• Oversee end-to-end gift card operations including issuance, activation, redemption, and settlement
• Coordinate with internal teams for seamless execution
• Monitor daily order processing, bulk uploads, API integrations, and delivery timelines
• Ensure accurate reconciliation of gift card transactions
• Handle operational escalations related to transactions
• Ensure adherence to internal controls and partner agreements
• Maintain accurate process and contract documentation
• Work with finance teams on invoicing, collections, and reconciliation
• Ensure data accuracy and security compliance
• Prepare MIS reports on performance and revenue
• Analyze data to identify trends and risks
• Support forecasting and operational efficiency initiatives

What matters in this role:

• 2–6 years of experience in account management or operations
• Experience in gift cards, fintech, payments, or rewards preferred
• Strong client and stakeholder management
• Excellent coordination and problem-solving skills
• Operational attention to detail
• Proficiency in Excel / Google Sheets
• Understanding of digital gift card platforms is a plus

What we Value in Our people:

• You take the shot: You Decide Fast and You Deliver Right.
• You are the CEO of what you do: you show ownership and make things happen.
• You own tomorrow: by building solutions for the merchants and doing the right thing.
• You sign your work like an artist: You seek to learn and take pride in the work you do.