Note: The job is a remote job and is open to candidates in USA. FastSpring is a company that helps AI, SaaS, gaming, software, and digital product companies sell online. The Payment Operations Specialist will oversee daily payment operations, focusing on chargeback management, KPI tracking, and issue resolution for over 2,500 sellers.
Responsibilities
- 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
- 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
- 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
- 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
Skills
- 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
- 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
Benefits
- This role may be eligible for the corporate bonus plan (or, if a sales role, a commission plan as defined in the sales incentive plan document).
- In addition, FastSpring provides a variety of benefits to employees.
Company Overview
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