Payments Ops Specialist

About the role

As Payments Operations Specialist you will own the operations of our integrated hotel payment processing platform end-to-end: disputes, negative balance recovery, payout reconciliation and risk monitoring. This is a build-and-own role: the payments operations function is young, and you will shape it, designing the processes, automations and controls it will scale on, while staying accountable for its daily health, the accuracy of its data and the visibility of its risks. It is also a deeply data-driven role: dispute rates, aging cohorts, recovery curves… you will own the payments data end-to-end, from queries and dashboards to the decisions they drive.

Your mission

• Own the dispute lifecycle end-to-end, from intake and evidence preparation to representment and win-rate optimization. Monitor dispute-rate thresholds and proactively escalate at-risk accounts before they become an issue.

• Manage negative balance recovery by maintaining the aging dashboard, tracking cohort movements and recovery rates, and coordinating outreach for overdue connected account balances.

• Oversee payout and settlement reconciliation, ensuring payment volumes, fees, reserves, and payouts are accurately reconciled across the payment platform, bank statements, and internal reporting. Investigate discrepancies and automate recurring reconciliation workflows where possible.

• Monitor payment risk and fraud signals across connected accounts, partnering with our payment provider on account reviews, reserves, restrictions, and other risk-related activities.

• Own payments reporting and data quality, maintaining the weekly risk dashboard and monthly KPI scorecard (in collaboration with our Finance Data Specialist) as the single source of truth for payments metrics. Ensure accurate and reliable data to support the monthly financial close alongside the Controlling team.

• Build and continuously improve the operating framework by creating scalable SOPs, controls, and audit trails for disputes, escalations, recovery processes, and risk reviews, ensuring all documentation is maintained in the team's knowledge base.

• Act as the primary point of contact for payments operations, partnering closely with Customer Care, Customer Success, Onboarding, Product, and Finance teams, while managing the day-to-day relationship with our payment platform provider.

• Support broader billing operations by providing backup coverage for critical billing workflows, including refunds, draft reviews, and blocked cases during periods of high volume, holidays, or team absences.

About you

• 2-4 years in payments operations, disputes/chargebacks or merchant risk at a PSP, fintech, marketplace or platform business.

• Hands-on dispute lifecycle experience: evidence submission, representment, reason codes, win-rate optimisation. Familiarity with Visa/Mastercard dispute rules is a strong plus.

• Experience with connected-account / platform payment models (Stripe Connect, Adyen for Platforms or similar): payment splits, negative balances, reserves, etc.

• Reconciliation skills: comfortable tracing money across processor reports, bank statements and internal ledgers. Strong Excel/Google Sheets; SQL proficiency or a fast willingness to learn it.

• Strong stakeholder management: comfortable across Support, Product, Finance, hoteliers and providers, chasing dependencies and holding your ground when the numbers require it.

• A data-driven approach: you work close to the data, the numbers, not impressions, drive your priorities and prove your results.

• A builder’s mindset: you have created an SOP or workflow from scratch, not just followed one, and default to rules, alerts and scripted reports over manual work.

• An autonomous, structured and proactive style, and fluent English; French, Spanish, Italian or Portuguese is a plus.

Our offer

• Competitive salary

• Stock options with a progressive vesting schedule

• Comprehensive health insurance

• Flexible benefits - save on meals, childcare, transportation, and training with our tailored remuneration options

• On-demand salary access - no need to wait until the end of the month

• Any book, purchased for you, plus access to a shared team library

• An international team of 35+ nationalities based in one of Europe's leading tech hubs