Manager, Payment Operations

• Manage the payment operations team: allocate tasks, hold regular 1:1s, track operational metrics, oversee projects and periodic tasks such as 1099-k filings
• Handle critical payment escalations from customers, ensuring timely resolution and effective communication with customers, internal teams and external partners
• Collaborate with our Payment Service Providers to ensure seamless service to our customers and their clients
• Conduct periodic reviews to ensure adherence to risk and compliance measures, and recommend improvements
• Lead process improvements internally and with PSPs to drive efficiency and customer satisfaction
• Be available on an occasional basis outside of standard working hours, including weekends, to address urgent payment-related matters or time-sensitive escalations

• 5+ years of experience in payments, risk or compliance operations in SaaS, marketplaces/platforms, eCommerce, online gaming/gambling, fintechs, payment processing
• At least 2 years in direct people management
• Advanced proficiency in both English and Spanish (C1 or higher), both written and verbal
• Strong troubleshooting and problem-solving skills
• Experience working with payment services providers
• Familiarity with data analysis and visualisation
• High self-motivation
• A drive for continuous improvement, optimization of processes and upskilling of team members
• Empathy, patience and passion to help our team members and our customers to succeed
• Comfortable contacting customers directly (via chat, email or phone/video call) when it is necessary to resolve complex escalations
• Experience working with Customer Support teams (e.g. ticket triaging, shared projects)

Experience with risk management tools

• US team members get 100% employer-covered HDHP medical, DHMO dental, and standard vision coverages or a choice of plans that suit your needs
• Employer-sponsored 401(k) plan with a 2% company match
• Unlimited paid time off
• Amsterdam Program – visit us in Amsterdam (HQ) for 2-4 weeks every year, staying in one of our WeTravel apartments
• Work remotely for a maximum of 4 weeks per calendar year
• Extensive paid family leave
• Three paid volunteer days per year
• 2-week cross-functional onboarding program
• Cutting-edge equipment and tools to set you up for success
• Coverage for certain work-from-home (WFH) equipment
• Join an international, travel-loving team with a passion for adventure and innovation