Product Specialist - Merchant Chargeback and Investigations/Recurring Pay-in

Wise is a global technology company, building the best way to move and manage the world’s money.
Min fees. Max ease. Full speed.

Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money.

As part of our team, you will be helping us create an entirely new network for the world's money.
For everyone, everywhere.

More about our mission and what we offer.

We are looking for a Product Specialist to join our Global Product Operations (Merchant Chargeback and Investigations/Recurring Pay-In) team to help our customers receive their funds faster globally.

As a Product Specialist, your role will revolve around project management, with an emphasis on operationalising new products or features and improving existing operational processes connected to the Cards/Recurring Pay-in product domain, making sure that the processes scale well, are efficient and mitigate or minimise risks.

You will take full ownership of projects, from initial scoping to final implementation. This includes assessing problem size and impact, creating rollout plans, collaborating across teams, conducting testing, and refining solutions.

You will collaborate with various Wise functions (e.g. Product & Engineering, Risk, Compliance, Customer Support, Finance, Treasury etc) as you work to translate evolving customer and Payment Operations challenges into scalable, automated systems and processes.

In This Role, You'll Add To That Mission By

• Taking full ownership of projects, from initial scoping to final implementation. This includes assessing problem size and impact, creating rollout plans, collaborating across teams, conducting testing, and refining solutions;

• Identifying, prioritising, and addressing key manual workload drivers for Product Operations connected to the designated domain;

• Translating customer needs into operational processes, supporting insights with data-driven analysis;

• Proactively initiating and prioritising projects based on team and customer needs. Driving innovation and improvements in processes;

• Collaborating effectively with internal and external stakeholders to support the operationalisation of new products or enhancements to existing ones and to solve complex problems and incidents related to their area of ownership, ensuring timely and relevant communication;

• Developing efficient operational processes that minimise manual workload, working closely with stakeholders and requiring minimal guidance;

• Coordinating with relevant risk teams to assess, mitigate, and manage risks associated with your domain and Payment Operations;

• Ensuring that Key Performance Indicators (KPIs) are always relevant and impactful. Establishing KPIs and Service Level Agreements (SLAs) for new products/features and processes. Monitoring and responding to changes in SLAs and KPIs, serving as the key escalation point for significant breaches;

• Acting as the first-level escalation point for cases and crises within the area of expertise, capable of handling incidents effectively;

• Participating in mentoring other Payment Operations Specialists and partnering with other Product Specialists.

• You’re located in Tallinn, Estonia and have a right to work here (we don’t offer relocation nor visa support for this role).

• You have a background in the technical and operational aspects of payment card processing.

• You have delivered mid-sized projects working with engineers or other product or operational teams and can demonstrate clear impact on your projects. You have previous experience making improvements to a product or service.

• You know how to use different process improvement methodologies (Lean Six Sigma) and have gone through training.

• You have a track record of achieving targets and goals, setting and monitoring success.

• You are able to clearly articulate, simplify and scope problems, and follow through to completion. You can identify gaps in processes and show initiative to independently solve new issues.

• You have the technical understanding of the product and payment operations processes and the ability to apply it to develop and/or recommend solutions.

• You listen and empathise with the customer and team challenges. You are passionate about finding solutions that impact Payment Operations teams and customers positively.

• You are comfortable getting your own data, building dashboards using BI tools like Looker. You can work with data and customer insight to learn about problems, and scope and measure impact of problems and solutions.

• You have the ability to measure all solutions against cross team and customer impact; ability to magnify customer impact by identifying if solutions can be globalised to other teams/products.

• You can communicate with different levels of stakeholders, from senior leadership to specialist level and know how to tailor your communication for the right audience.

• You consider and map mission impact when scoping new projects.

• You are comfortable providing feedback and speaking out if actions or solutions go against Wise’s principals/mission and when initiatives/projects drive unnecessary risks.

• You actively seek stakeholder feedback and empathise with viewpoints and feedback from others.

About this role: 

• Salary bracket: 2,950-3,525 ​​​​​​€ gross monthly + RSUs
• Great benefit package including paid sabbatical, mobile wiser and wellness allowance - read more from here!
• Flexible and hybrid work environment

If you're interested in the position, please apply by submitting your CV in English latest by 11th of November EOD.

For everyone, everywhere. We're people building money without borders  — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.

We're proud to have a truly international team, and we celebrate our differences.
Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.

If you want to find out more about what it's like to work at Wise visit Wise.Jobs.

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