Payment Operations Specialist, Technical Operations

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

📋 Description

• Assist with chargeback and PayPal dispute processes, which include reviewing cases, gathering evidence, and preparing for representment.

• Collaborate with sellers and internal departments to obtain necessary documentation.

• Oversee chargeback activity, win rates, and fraud metrics against card network standards.

• Examine disputes based on reason codes, products, and geographical locations.

• Investigate Tier I–II payment inquiries related to authorizations, declines, settlements, refunds, disputes, or processor actions.

• Elevate complex cases and ensure clear transition notes are maintained, including during weekend coverage.

• Monitor authorization approval and decline rates across various processors, regions, and payment methods.

• Standardize payment data from different sources and conduct regular data quality assessments.

• Analyze payment expenses by processor and region, including interchange fees, scheme charges, acquirer markups, foreign exchange rates, and dispute costs.

• Review processor invoices and fee statements against anticipated rates, identifying any discrepancies.

• Assist in daily and monthly reconciliations of platform records, processor reports, and bank statements.

• Investigate unmatched items and contribute to reporting and standard operating procedures related to payment performance, costs, and dispute trends.

⛳️ Requirements

• A minimum of 1 year of experience in payment operations, chargebacks, risk management, customer support operations, finance operations, ecommerce operations, or a similar field.

• Experience in SaaS, digital goods, ecommerce, fintech, marketplace, or subscription-based businesses is advantageous.

• Fundamental knowledge of card payments, payment processors, PayPal, refunds, disputes, or the chargeback process.

• Proficient in working with data, dashboards, spreadsheets, and exported reports.

• Exceptional attention to detail and a sense of accountability.

• Strong organizational abilities and the capacity to manage multiple tasks across systems and queues while accurately adhering to documented processes.

• Excellent written and verbal communication skills, with the ability to document work meticulously.

• Willingness and capability to work weekends, with two weekdays off.

• Proficient in Excel or Google Sheets.

• Familiarity with Looker, Tableau, or Power BI is preferred.

• Exposure to SQL, Python, APIs, or observability tools, along with a genuine desire to learn them.

• Experience with AI tools such as Claude or ChatGPT.

• Familiarity with processor portals, settlement files, or workflows related to reconciliation and accounting is a plus.

🏝️ Benefits

• May qualify for the corporate bonus plan.

• Benefits offered by FastSpring (specific benefits not detailed).