The Role
Own and resolve payments operational incidents end-to-end for APAC merchants. Coordinate with processors, partners, and internal teams, provide merchant support and go-live readiness, document root causes in ticketing tools, and feed learnings back to stakeholders.
Summary Generated by Built In
Why should you join dLocal?
dLocal enables the biggest companies in the world to collect payments in 40 countries in emerging markets. Global brands rely on us to increase conversion rates and simplify payment expansion effortlessly. As both a payments processor and a merchant of record where we operate, we make it possible for our merchants to make inroads into the world’s fastest-growing, emerging markets.
By joining us you will be a part of an amazing global team that makes it all happen. Being a part of dLocal means working with 1000+ teammates from 30+ different nationalities and developing an international career that impacts millions of people’s daily lives. We are builders, we never run from a challenge, we are customer-centric, and if this sounds like you, we know you will thrive in our team.
What’s the opportunity?
- Be the local execution arm of the Global team, ensuring rapid, effective resolution of daily operational issues at the market and customer level.
- Leverage market-specific expertise and time-zone alignment to protect merchant experience and maintain operational continuity.
- Work directly with internal teams and external stakeholders (processors, acquirers, card networks, APM providers, issuers) to keep operations running smoothly.
What will I be doing?
- Triage, own, and resolve operational incidents end-to-end; provide clear, timely updates to stakeholders.
- Engage directly with processors and partners to manage day-to-day operations, escalate issues, and remove technical/business blockers.
- Provide hands-on merchant support and go-live readiness (credentials and required tasks), including hypercare during launches.
- Act as a key point of contact for CS/AM for operational enablement and troubleshooting.
- Perform root-cause analysis, document incidents and resolutions (e.g., in Jira), and feed learnings back to teams and partners.
What skills do I need?
- 2–4+ years in payments/fintech operations, incident management, processor/partner support, or merchant operations.
- Familiarity with payment operations and ecosystem (processors, acquirers, APMs, card schemes; credentials, SLAs, settlements/reconciliations).Strong troubleshooting and root-cause analysis skills; comfortable coordinating across internal teams and external partners.
- Excellent communication and stakeholder management; customer-centric, calm under pressure, and action-oriented.
- Proficiency with Excel/Sheets and ticketing/documentation tools (e.g., Jira); analytical mindset.
- Ability to operate across time zones and manage multiple priorities with high attention to detail.
- Bachelor’s degree in Business, Engineering, Economics, or related field; fluency in English (additional languages a plus).
What do we offer?
Besides the tailored benefits we have for each country, dLocal will help you thrive and go that extra mile by offering you:
- Flexibility: we have flexible schedules and we are driven by performance.
- Fintech industry: work in a dynamic and ever-evolving environment, with plenty to build and boost your creativity.
- Referral bonus program: our internal talents are the best recruiters - refer someone ideal for a role and get rewarded.
- Social budget: you'll get a monthly budget to chill out with your team (in person or remotely) and deepen your connections!
- dLocal Houses: want to rent a house to spend one week anywhere in the world coworking with your team? We’ve got your back!
Flexibility in how you work: We focus on impact and productivity over fixed hours. This means our teams have flexible schedules and, depending on your role and location, you will combine self‑managed focus time with moments of in‑person connection in our collaboration hubs.
What happens after you apply?
Our Talent Acquisition team is invested in creating the best candidate experience possible, so don’t worry, you will definitely hear from us. We will review your CV and keep you posted by email at every step of the process!
Also, you can check out our webpage, Linkedin and Youtube for more about dLocal!
Skills Required
- 2-4+ years in payments/fintech operations, incident management, processor/partner support, or merchant operations
- Familiarity with payment operations and ecosystem (processors, acquirers, APMs, card schemes, credentials, SLAs, settlements/reconciliations)
- Strong troubleshooting and root-cause analysis skills; comfortable coordinating across internal teams and external partners
- Excellent communication and stakeholder management; customer-centric and calm under pressure
- Proficiency with Excel/Sheets and ticketing/documentation tools (e.g., Jira)
- Ability to operate across time zones and manage multiple priorities with high attention to detail
- Bachelor's degree in Business, Engineering, Economics, or related field
- Fluency in English
- Additional languages (APAC languages) a plus
Am I A Good Fit?
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The Company
What We Do
dLocal started with one goal – to close the payments innovation gap between global enterprise companies, and customers in emerging economies. We have over 900 payment methods, in more than 40 countries. With the ability to accept local payment methods and facilitate cross-border fund settlement worldwide, our merchants reach billions of underserved consumers in the high-growth markets of Africa, Asia, and Latin America. dLocal offers the ideal payment solutions for global commerce: Payins: Accept local payment methods Payouts: Compliantly send funds cross-border Defense Suite: Manage fraud effectively dLocal for Platforms: Unify your platform’s payment solution Local Issuing: Localize payments for your gig-economy workers, suppliers, and partners
