Payment Operations Specialist

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Evaluating payment transactions, recognizing risks, and collaborating directly with customers and internal departments (Finance, Risk, Compliance, Product) to address issues.

• Be prepared for shifting priorities, some uncertainty, and occasional weekend shifts as part of team coverage.

• Observing transaction activity across platforms such as Stripe and Airwallex to detect unusual patterns or anomalies.

• Investigating and documenting fraudulent or suspicious credit card and bank activities, escalating to Risk and Compliance when necessary.

• Directly resolving payment and operational challenges with customers through email, phone, or video calls.

• Collaborating with Finance, Risk, Compliance, Product, and Legal teams on intricate cases and daily operations.

• Contributing to ad-hoc operational projects as priorities change and the business develops.

• Identifying opportunities to enhance and streamline manual workflows.

⛳️ Requirements

• Possess 2-4 years of experience in an analytical, support, or operations role with a customer-facing aspect—including managing sensitive or complex issues via email, phone, or video.

• Comfortable with uncertainty and willing to take on responsibilities that extend beyond a narrowly defined job scope.

• Strong analytical and problem-solving abilities, with the capacity to evaluate risks and make sound judgment calls.

• Fluent in English and Spanish, with outstanding written and verbal communication skills.

• Open to occasional weekend hours to support team coverage.

• Some familiarity with payment operations—such as refunds, disputes, KYC, or reconciliations.

• Enjoy working collaboratively across different functions and contributing to process enhancements.

• (Bonus) Experience with payment providers like Stripe, Airwallex, or Adyen, and/or proficiency in Spanish.

🏝️ Benefits

• Generous "Time to Recharge" policy — enjoy unlimited paid time off to rest, recharge, and present your best self.

• Amsterdam Program – visit us in Amsterdam (HQ) for 2-4 weeks each year, staying in one of our WeTravel apartments.

• Work remotely for up to 4 weeks per calendar year.

• Extensive paid family leave.

• Three paid volunteer days per year — take time to support causes you care about, at our expense.

• 2-week cross-functional onboarding program.

• Access to advanced equipment and tools to ensure your success, including coverage for certain work-from-home (WFH) equipment.

• Join an international, travel-loving team passionate about adventure and innovation.