Payment Operations Specialist

Hi I'm Anelis, Payment Operations Manager at WeTravel.

I lead a global team of specialists focused on building reliable, scalable, and compliant payment operations that support our mission of powering the world's best group travel experiences.

Right now, I'm looking for a Payment Operations Specialist to join our fast-paced, remote-friendly team. You'll play a key role in ensuring the security and integrity of our payment flows, while supporting our users through complex processes like disputes, chargebacks, and fraud detection. This is a perfect role for someone who thrives in dynamic environments and loves solving operational puzzles with a user-first mindset.

If you're someone who takes pride in precision, loves optimizing workflows, and is excited about working at the intersection of travel, payments, and fintech, I'd love to meet you

As a Payment Operations Specialist - Disputes, you will be at the forefront of managing and resolving disputes, ensuring a seamless process for our users. Your main focus will be on handling the submission of disputes, coordinating with relevant stakeholders, and overseeing the resolution process. This pivotal role involves close collaboration with internal teams and external partners to uphold the integrity of our payment processes while providing exceptional support to our users.

Why You Should or Shouldn't Apply Section

• Ideally a Bachelor's degree in banking, finance, accounting, or a related field

• Strong experience in payment operations, including managing payments, refunds, wire transfers, and ledger management.

• Familiarity with payment service providers such as Stripe, Adyen, and Mangopay

• Knowledge of regulatory compliance related to payments, sanctions, and prohibited countries.

• Expertise in using fraud detection tools and techniques to prevent fraudulent activity.

• Strong analytical and problem-solving skills, including monitoring and analyzing monthly refund rates and dispute ratios.

• Ability to collaborate with cross-functional teams and external partners to resolve payment-related issues.

• Excellent communication and interpersonal skills, with the ability to communicate complex payment-related issues to both technical and non-technical stakeholders.

• Bi-lingual proficiency in Spanish and English is preferred.

• Prefer working in highly structured roles with constant supervision.

• Are uncomfortable with handling ambiguous or complex payment disputes.

• Don't have experience or interest in payment operations, fraud detection, or compliance.

• Struggle to collaborate with cross-functional teams or external partners.

Payment Screening: Help manage the screening process for incoming and outgoing payments to detect and prevent fraudulent or suspicious activities. Conduct thorough due diligence on high-value transactions to mitigate risks and maintain the integrity of our payment system.

Fraud Detection: Identify and report any fraudulent or suspicious activity related to incoming card and bank payments, taking necessary actions such as blocking fraudulent users and escalating issues to our risk and compliance teams.

Dispute Management: Provide comprehensive support and guidance to WeTravel users throughout the dispute submission process, ensuring a seamless and efficient resolution. Collaborate with internal and external teams to facilitate the dispute resolution process while adhering to industry regulations.

Dispute Reporting: Monitor chargeback and win rates closely, providing in-depth analyses and proactive recommendations to optimize dispute management strategies, ultimately enhancing efficiency and effectiveness in resolving disputes.

Ledger Management: Conduct regular checks on accounts, proactively identifying and addressing negative balances or delinquent accounts, and follow up diligently to ensure timely resolution.

Cross-functional Coordination: Collaborate with internal teams and external partners to address customer inquiries, requests, or issues promptly and effectively.

• Full-time - Fixed Term Contract (as International Contractor).

• Generous "Time to Recharge" policy — enjoy unlimited paid time off to rest, recharge, and show up as your best self.

• 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.

• Annual team off-site (often somewhere sunny ).

• Extensive paid family leave.

• Three paid volunteer days per year — take time to give back to causes you care about, on us.

• 2-week cross-functional onboarding program.

• Cutting-edge equipment and tools to set you up for success.

• Join an international, travel-loving team with a passion for adventure and innovation.

Founded in 2016, WeTravel aims to be the Operating System of any multi-day and group tour operator.

Travel gives people new experiences and brings them together, sometimes in life-changing ways. That's especially the case for group travel and multi-day travel where the trip participants (travellers) get to really immerse themselves. Passionate travel organizers make this magic happen and WeTravel is here to support those travel companies. We help them publish their trip offerings, generate leads and follow through to convert them to bookings, process payments around the world, pay suppliers/vendors, and digitise their operations. This helps multi-day travel organizers get more bookings, save time, and save money.

We are a global, diverse, fun team with high ambitions but no ego. Our team is driven to continuously improve our technology; ensuring that our clients always have the best possible solutions at their fingertips. We have offices in San Francisco, Amsterdam, Chicago, Sydney, and Baku.

WeTravel is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applicants from all backgrounds, experiences, and perspectives. If you're excited about this opportunity and believe you're a good fit, we encourage you to apply and join us in transforming the travel industry