Senior Payment Operations Specialist
FastSpring
•Remote
About The Position
The Senior 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 role is both analytical and operational, requiring a deep understanding of payment flows, card network rules, and processor behavior. You will handle chargeback representments, identify emerging trends, research anomalies, and partner with cross-functional teams to reduce risk, optimize recovery rates, and enhance seller experience.
Requirements
- 3+ years of experience in payments operations, chargeback management, or card dispute processing (preferably in a merchant-of-record, PSP, or payment processor environment).
- Strong understanding of card network rules (Visa, Mastercard, Amex, Discover) and chargeback lifecycle management.
- Experience handling representments and compiling compelling evidence packages.
- Analytical mindset with proficiency in interpreting and visualizing payment and dispute data.
- Strong organizational skills and the ability to manage multiple workflows across processors and systems.
- Excellent communication and documentation skills.
- Analytical and data-driven problem solver.
- Detail-oriented and methodical in managing high-volume operations.
- Proactive communicator with strong ownership mentality.
- Comfortable working in a fast-paced, globally distributed environment.
Nice To Haves
- Experience in SaaS, digital goods, or fintech environments.
- Familiarity with payment processing systems, dashboards, and BI tools (e.g., Looker, Tableau, SQL).
- Proven ability to collaborate cross-functionally with Risk, Finance, Product, and Support teams.
Responsibilities
- Manage the end-to-end chargeback process, including timely representments and appeals across multiple payment processors.
- Monitor chargeback ratios, win rates, and related KPIs; analyze daily trends and provide actionable insights to improve outcomes.
- Maintain deep familiarity with card network chargeback rules, evidence requirements, and processor-specific workflows.
- Coordinate with sellers and internal teams to gather supporting documentation and ensure consistent, high-quality dispute responses.
- Monitor payment processor dashboards and alerts to identify anomalies or disruptions in payment performance.
- Track and analyze key payment and chargeback metrics (e.g., dispute volume, win rate, refund rates, processor performance).
- Identify underlying drivers of positive or negative trends and collaborate with internal stakeholders to develop data-driven improvement plans.
- Develops and presents quantified optimization recommendations (cost reduction, authorization uplift, process efficiency), supported by rigorous analysis and clearly articulated trade-offs.
- Serve as Tier II escalation for payment-related support tickets from sellers and internal teams.
- Investigate and resolve complex issues involving settlements, refunds, disputes, or payment processor behavior.
- Partner with Finance, Risk, Support, and Product teams to address systemic issues and enhance payment flows.
- Document and refine standard operating procedures (SOPs) for chargebacks and payment operations.
- Support initiatives to automate or improve the representment process, reporting, and data visibility.
- Share insights with Product and Data teams to influence roadmap priorities that enhance payment performance.
Benefits
- may be eligible for the corporate bonus plan
- provides a variety of benefits to employees
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
