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Payment Operations Specialist

Department: Payment Operations
Location: Remote
Reports To: Senior Manager, Payment Operations

Role Overview

The Payment Operations Specialist is responsible for overseeing daily payment operations across multiple processors and regions, with a focus on chargeback management, KPI tracking, and issue resolution for FastSpring’s network of over 2,500 sellers.

This is an entry-to-early-level role that combines operational execution with analytical learning. You’ll work closely with senior team members to manage chargebacks, monitor payment performance, investigate anomalies, and support cross-functional efforts to reduce risk and improve the seller experience.

Key Responsibilities

Chargeback & Payment Operations

• Assist with the end-to-end chargeback process, including preparing and submitting representments under guidance from senior team members.
• Monitor chargeback volumes, win rates, and related KPIs; flag trends or irregularities for further review.
• Apply and continuously build knowledge of card network chargeback rules and evidence requirements.
• Coordinate with sellers and internal teams to collect supporting documentation for dispute responses.
• Monitor payment processor dashboards and alerts to identify potential issues or disruptions.

KPI & Trend Analysis

• Track key payment and chargeback metrics (e.g., dispute volume, win rate, refund rates) using existing reports and tools.
• Support analysis of trends and help identify potential drivers behind changes in performance.
• Assist in preparing recurring reports and summaries for internal stakeholders.

Operational Support

• Support Tier I–II payment-related inquiries from sellers and internal teams.
• Investigate routine issues related to settlements, refunds, disputes, or processor behavior, escalating complex cases as needed.
• Collaborate with Finance, Risk, Support, and Product teams to resolve issues and improve workflows.

Continuous Improvement

• Help document and maintain standard operating procedures (SOPs) for chargebacks and payment operations.
• Contribute ideas and feedback to improve processes, tooling, and reporting.
• Share observations and insights with senior team members to support ongoing optimization efforts.

Qualifications

Required:

• 1+ years of experience in payments operations, chargebacks, customer support operations, finance operations, or a related role.
• Basic understanding of card payments and the chargeback/dispute lifecycle (hands-on experience preferred but not required).
• Strong attention to detail and ability to follow documented processes.
• Comfortable working with data, dashboards, and spreadsheets to track performance metrics.
• Strong organizational skills and ability to manage multiple tasks.
• Clear written and verbal communication skills.

Preferred:

• Exposure to chargeback processing, payment processors, or merchant-of-record environments.
• Experience in SaaS, digital goods, ecommerce, or fintech companies.
• Familiarity with reporting or BI tools (e.g., Looker, Tableau, Excel/Google Sheets).
• Interest in learning more about risk, fraud, and payment optimization.

Key Attributes

• Curious, analytical, and eager to learn.
• Detail-oriented with a strong sense of accountability.
• Reliable team player who communicates clearly and asks good questions.
• Comfortable working in a fast-paced, globally distributed environment.

Compensation: The annual base salary for this role is $63,570, with total on-target earnings of $68,655.60.