Payment Operations Specialist
About the role
About FastSpring
FastSpring is how AI, SaaS, gaming, software, and digital product companies sell online in more places around the world. We handle all payment needs from checkout to taxes so you can go farther faster. Founded in 2005, we are a privately owned company headquartered in Santa Barbara with offices in Amsterdam, Austin, Belfast, Dublin, Halifax, and Singapore.
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.