Senior Payment Operations Specialist
Department: Payment Operations
Location and Hours: US - 3pm to 11pm PST (Monday - Friday)
Reports To: Senior Manager, Payment Operations
Role Overview
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.
Key Responsibilities
Chargeback & Payment Operations
- 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.
KPI & Trend Analysis
- 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.
Operational Support
- 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.
Continuous Improvement
- 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.
Qualifications
Required:
- 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.
Preferred:
- 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.
Key Attributes
- 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.
About the Company:
FastSpring is an EQUAL EMPLOYMENT OPPORTUNITY/AFFIRMATIVE ACTION employer. Candidates are considered for employment with FastSpring without regard to their 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:
FastSpring 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. These tools are designed to support efficiency and consistency within the hiring process. AI systems are not used as the sole determinant of hiring outcomes, and all employment decisions are made by qualified human reviewers. We are committed to responsible and fair hiring practices and continue to evaluate our use of technology accordingly.
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