Payment Operations Specialist, Technical Operations

Overview

This role supports daily payment operations across multiple processors and regions for the organization’s network of more than 2,500 sellers. Work combines hands-on operational support—such as chargeback and PayPal dispute support, issue investigation, and seller-facing resolution—with technical operations analytics across five areas:

• Authorization rates
• Chargeback rates
• Data normalization
• Processing costs
• Reconciliation support

This is an entry-to-early-career position for someone curious about how payments work, comfortable working in spreadsheets, and motivated to investigate discrepancies.

Within a year, the role is expected to:

• Own recurring analysis in at least one of the five areas
• Handle disputes independently
• Become a key point of contact when numbers don’t reconcile, progressing toward senior payment operations, payments analytics, or risk and fraud.

Responsibilities & Goals

• Support chargeback and PayPal dispute workflows, including case review, evidence gathering, and representment preparation under guidance from senior team members; coordinate with sellers and internal teams to collect supporting documentation.
• Monitor chargeback volumes, win rates, and fraud ratios against card network thresholds by seller, processor, and MID; analyze disputes by reason code, product, and geography to separate fraud from service or billing causes.
• Investigate Tier I–II payment inquiries involving authorizations, declines, settlements, refunds, disputes, or processor behavior; escalate complex cases and maintain clear handoff notes, including for weekend coverage.
• Track authorization approval and decline rates across processors, regions, and payment methods; break declines down by response code and category to identify where approvals are being lost.
• Normalize payment data across sources—processor response codes, decline and chargeback categories, and reporting definitions—and run routine data-quality checks so figures from different systems are comparable.
• Track what payments cost by processor and region (interchange, scheme fees, acquirer markup, FX, and dispute fees); check processor invoices and fee statements against expected rates, flagging anomalies or misapplied pricing.
• Support daily and monthly reconciliation across platform records, processor reports, and bank statements; investigate unmatched items and contribute to reporting and SOPs that surface payment performance, cost, and dispute trends.

Requirements

• 1+ years of experience in payment operations, chargebacks, risk operations, customer support operations, finance operations, ecommerce operations, or a related field. Experience in SaaS, digital goods, ecommerce, fintech, marketplace, or subscription businesses is a plus.
• Basic understanding of card payments, payment processors, PayPal, refunds, disputes, or the chargeback lifecycle. Hands-on experience and exposure to merchant-of-record environments are preferred but not required.
• Comfort working with data, dashboards, spreadsheets, and exported reports; ability to pull apart a dataset, summarize it, and identify when results look wrong.
• Curiosity about why metrics changed and persistence to investigate, with strong attention to detail and a clear sense of accountability.
• Strong organizational skills; ability to manage multiple tasks across systems and queues while following documented processes accurately.
• Clear written and verbal communication; ability to ask good questions and document work clearly enough for someone else to pick it up.
• Willingness and ability to work a schedule that includes weekends, with two weekdays off.

Preferred Qualifications

• Familiarity with reporting or BI tools such as Looker, Tableau, or Power BI.
• Exposure to SQL, Python, APIs, or observability tools—or a genuine appetite to learn them.
• Experience using AI tools such as Claude or ChatGPT to assist with documentation, data cleanup, research, and workflow improvement.
• Familiarity with processor portals, settlement files, or other reconciliation and accounting-adjacent workflows.

Compensation & Benefits

• Estimated base pay range: $63,570 - $63,570 USD
• This role may be eligible for the corporate bonus plan (or, if a sales role, a commission plan as defined in the sales incentive plan document).
• Benefits are provided.

Location

Remote — United States

Equal Employment Opportunity

The employer is an EQUAL EMPLOYMENT OPPORTUNITY/AFFIRMATIVE ACTION employer. Candidates are considered for employment without regard to race, color, religion, national origin, age, sex, gender, pregnancy, disability, sexual orientation, gender identity, genetic information, military status, veteran status (specifically status as a disabled veteran, special disabled veteran, Vietnam Era veteran, recently separated veteran, armed forces service medal veteran, or other protected veteran) or other classification protected by applicable federal, state or local law.

AI Transparency Statement

The employer may utilize artificial intelligence (AI) or automated tools during portions of the recruitment process to assist with operational and administrative activities, including candidate communications, scheduling, application organization, and interview documentation. AI systems are not used as the sole determinant of hiring outcomes, and all employment decisions are made by qualified human reviewers.