Payment Operations Specialist

Key Responsibilities

• Aid in the chargeback process, including prepare and submit representments under guidance.
• Maintain chargeback volumes, win rates, and KPIs; report trends or irregularities.
• Collaborate with sellers and internal teams to gather dispute response documentation.
• Monitor payment processor dashboards and alerts for potential issues.

KPI & Trend Analysis

• Track key payment and chargeback metrics.
• Analyze trends and suggest improvements to performance.
• Prepare recurring reports and summaries for internal stakeholders.

Operational Support

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

Continuous Improvement

• Document and maintain SOPs for chargebacks and payment operations.
• Contribute to process, tooling, and reporting improvements.
• Share insights with senior team members for ongoing optimization.

Qualifications

• 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 (preferred).
• 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. Consistent with FastSpring's values and applicable law, we provide the following information to promote pay transparency and equity. The base pay range below represents a good faith estimate of the low and high end base pay range for the listed position. 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). In addition, FastSpring provides a variety of benefits to employees.

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.