Payment Operations Specialist

Our Mission and Opportunity

Early education is one of the greatest determinants of childhood outcomes, is a must for working families, and has lasting social and economic impact. Brightwheel’s vision is high quality early education for every child. We pursue this by directly supporting teachers in the classroom, engaging parents in the development of their kids, and enabling the small businesses that make up the backbone of the $175 billion early education industry. Brightwheel is the most loved technology brand in early education, trusted by tens of thousands of providers and millions of educators and families.

Our Team

Our team is passionate, talented, and customer-focused. We embody our Leadership Principles in our work and culture. We are a fully remote team with employees across every time zone in the US. Our exceptional investor group includes Addition, Bessemer, Emerson Collective, Lowercase Capital, Mark Cuban Notable Capital, and others.

Who You Are

Brightwheel is seeking an experienced Payment Operations Specialist to join our dynamic Payment Operations team. As our payments business expands rapidly, this team is crucial in safeguarding brightwheel and our customers from fraud while resolving challenging payment issues.

You thrive in high-impact roles and are passionate about fraud detection and risk mitigation. In a fast-paced environment, you excel at process-oriented tasks and have a keen eye for detail. You are energized by reviewing a high volume of new account signups and strive for continuous improvement. You desire to get better every day and possess an unwavering drive to achieve excellence and deliver extraordinary results.

What You'll Do

• Conduct KYC Checks: Perform a high volume of Know Your Customer (KYC) checks for customers onboarding to our billing platform (~60-80% of your time, depending on the season).
• Resolve Payment Disputes: Manage and resolve payment disputes (chargebacks), screen high-risk and suspicious payments, and investigate complex payment issues (~20% of your time).
• Investigate Activity: Identify and resolve complex payment issues and suspicious activities on the billing platform.
• Customer Interaction: Engage directly with customers via phone and email to provide world-class service and quick resolutions.
• Collaborate Across Teams: Support other functions at brightwheel as needed to enhance our operations.

Qualifications, Skills, & Abilities

• 3+ years experience in a customer-facing role
• 1+ year of experience in fraud prevention, detection, and investigation
• 1+ year of experience in processing and mitigating disputes (chargebacks)
• Strong written and verbal communication skills
• Extreme attention to detail in all aspects of your work
• Proven analytical and problem-solving skills, with the ability to create structure in ambiguous situations, investigate root causes, and propose effective solutions.

Brightwheel is committed to creating a diverse and inclusive work environment and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, genetics, disability, age, or veteran status.