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.
- Contribute ideas and feedback to improve processes, tooling, and reporting.
- Share observations and insights with senior team members to support ongoing optimization efforts.
Qualifications
Required:
- 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 (hands-on experience preferred but not required).
- 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.
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.
Skills Required
- 3+ years experience in payments operations, chargeback management, or card dispute processing (merchant-of-record, PSP, or payment processor environment).
- Strong understanding of card network rules (Visa, Mastercard, Amex, Discover) and chargeback lifecycle management.
- Experience handling representments and compiling compelling evidence packages.
- Analytical mindset with proficiency in interpreting and visualizing payment and dispute data.
- Strong organizational skills and ability to manage multiple workflows across processors and systems.
- Excellent communication and documentation skills.
- Experience in SaaS, digital goods, or fintech environments.
- Familiarity with payment processing systems, dashboards, and BI tools (e.g., Looker, Tableau, SQL).
- Proven ability to collaborate cross-functionally with Risk, Finance, Product, and Support teams.
What We Do
FastSpring is the trusted ecommerce partner for companies that sell software around the world. Companies using FastSpring’s full-service ecommerce solution sell more, stay lean, and compete big. Founded in 2005, FastSpring is a privately owned company headquartered in Santa Barbara with offices in Amsterdam and Halifax. For more information, please visit https://www.fastspring.com.
