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Payment Operations Specialist, Technical Operations
FastSpring. Support chargeback and PayPal dispute workflows, including case review, evidence gathering, and representment preparation .
Tech Stack
Tools & technologiesPythonSQLTableau
About the role
Key responsibilities & impact- Support chargeback and PayPal dispute workflows, including case review, evidence gathering, and representment preparation
- Coordinate with sellers and internal teams to collect supporting documentation
- Monitor chargeback volumes, win rates, and fraud ratios against card network thresholds
- Analyze disputes by reason code, product, and geography
- Investigate Tier I–II payment inquiries involving authorizations, declines, settlements, refunds, disputes, or processor behavior
- Escalate complex cases and maintain clear handoff notes, including for weekend coverage
- Track authorization approval and decline rates across processors, regions, and payment methods
- Normalize payment data across sources and run routine data-quality checks
- Track payment costs by processor and region, including interchange, scheme fees, acquirer markup, FX, and dispute fees
- Check processor invoices and fee statements against expected rates and flag anomalies
- Support daily and monthly reconciliation across platform records, processor reports, and bank statements
- Investigate unmatched items and contribute to reporting and SOPs covering payment performance, cost, and dispute trends
Requirements
What you’ll need- 1+ years of experience in payment operations, chargebacks, risk operations, customer support operations, finance operations, ecommerce operations, or a related field
- Experience in SaaS, digital goods, ecommerce, fintech, marketplace, or subscription businesses is a plus
- Basic understanding of card payments, payment processors, PayPal, refunds, disputes, or the chargeback lifecycle
- Comfort working with data, dashboards, spreadsheets, and exported reports
- Strong attention to detail and accountability
- Strong organizational skills and ability to manage multiple tasks across systems and queues while following documented processes accurately
- Clear written and verbal communication and ability to document work carefully
- Willingness and ability to work weekends, with two weekdays off
- Comfortable in Excel or Google Sheets
- Familiarity with Looker, Tableau, or Power BI is preferred
- Exposure to SQL, Python, APIs, or observability tools, or genuine appetite to learn them
- Experience using AI tools such as Claude or ChatGPT
- Familiarity with processor portals, settlement files, or reconciliation and accounting-adjacent workflows is a plus
Benefits
Comp & perks- May be eligible for the corporate bonus plan
- Benefits provided by FastSpring (specific benefits not listed)