支付运营专员，技术运营
Payment Operations Specialist, Technical Operations
关于FastSpring：
FastSpring是AI、SaaS、游戏、软件和数字产品公司在全球更多地区在线销售的方式。我们处理从结账到税务的所有支付需求，让您更快更远地前进。
成立于2005年，我们是一家总部位于圣巴巴拉的私人公司，在阿姆斯特丹、奥斯汀、贝尔法斯特、都柏林、哈利法克斯和新加坡设有办公室。
支付运营专家，技术运营
部门：支付运营 | 地点：远程 — 美国 | 汇报对象：支付运营高级经理
职位概述：
支付运营专家，技术运营支持FastSpring超过2500家卖家在多个处理器和地区的日常支付运营。该职位结合了实际操作工作——包括退款和PayPal争议支持、问题调查和面向卖家的解决——以及五个领域的技术运营分析：授权率、退款率、数据标准化、处理成本和对账支持。这是一个入门级或早期职业职位，适合对支付机制充满好奇、擅长使用电子表格并愿意追踪异常数字的人。
一年内，此人应能够独立负责至少一个领域的常规分析，独立处理争议，并成为其他人遇到数字不匹配时寻求帮助的人——这是一条通向高级支付运营、支付分析或风险与欺诈的方向。支付是一个通过实践学习的领域，我们欢迎来自不同背景和职业路径的候选人；在这里，好奇心和分析本能比特定的简历更重要。
职责与目标：
- 在高级团队成员的指导下支持退款和PayPal争议流程——案件审查、证据收集和代表准备，并与卖家和内部团队协调以收集支持性文件。
- 按卖家、处理器和MID监控退款数量、胜诉率和欺诈比率，并根据原因代码、产品和地理区域分析争议，区分欺诈与服务或账单原因。
- 调查涉及授权、拒绝、结算、退款、争议或处理器行为的一级和二级支付查询；升级复杂案例并保持清晰的交接记录，包括周末覆盖情况。
- 跟踪不同处理器、地区和支付方式的授权批准和拒绝率
查看英文原文
About FastSpring:
FastSpring is how AI, SaaS, gaming, software, and digital product companies sell online in more places around the world. We handle all payment needs from checkout to taxes so you can go farther faster.
Founded in 2005, we are a privately owned company headquartered in Santa Barbara with offices in Amsterdam, Austin, Belfast, Dublin, Halifax, and Singapore.
Payment Operations Specialist, Technical Operations
Department: Payment Operations | Location: Remote — United States | Reports To: Senior Manager, Payment Operations
Position Overview:
The Payment Operations Specialist, Technical Operations supports daily payment operations across multiple processors and regions for FastSpring's network of more than 2,500 sellers. The role pairs hands-on operational work — chargeback and PayPal dispute support, issue investigation, and seller-facing resolution — with technical operations analytics across five areas: authorization rates, chargeback rates, data normalization, processing costs, and reconciliation support. It is an entry-to-early-career position for someone curious about how payments work, comfortable in a spreadsheet, and inclined to chase down a number that looks wrong.
Within a year, this person should own recurring analysis in at least one of those five areas, handle disputes independently, and be the person others ask when a number doesn't reconcile — a path that leads toward senior payment operations, payments analytics, or risk and fraud. Payments is a field you learn by doing, and we welcome candidates from varied backgrounds and career paths; curiosity and analytical instinct matter more here than a specific résumé.
Responsibilities & Goals:
- Support chargeback and PayPal dispute workflows — case review, evidence gathering, and representment preparation under guidance from senior team members — and coordinate with sellers and internal teams to collect supporting documentation.
- Monitor chargeback volumes, win rates, and fraud ratios against card network thresholds by seller, processor, and MID, and analyze disputes by reason code, product, and geography to separate fraud from service or billing causes.
- 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, breaking declines down by response code and category to pinpoint where approvals are being lost.
- Normalize payment data across sources — processor response codes, decline and chargeback categories, and reporting definitions — and run routine data-quality checks so figures from different systems are comparable.
- Track what payments actually cost by processor and region — interchange, scheme fees, acquirer markup, FX, and dispute fees — and check processor invoices and fee statements against expected rates, flagging anomalies or misapplied pricing.
- Support daily and monthly reconciliation across platform records, processor reports, and bank statements, investigating unmatched items and contributing to the reporting and SOPs that surface payment performance, cost, and dispute trends across the organization.
Experience & Qualifications:
- 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; hands-on experience and exposure to merchant-of-record environments are preferred but not required.
- Comfort working with data, dashboards, spreadsheets, and exported reports — able to pull a data set apart, summarize it, and tell when the result looks wrong.
- Curiosity about why a number moved and the persistence to find out, paired with strong attention to detail and a clear sense of accountability.
- Strong organizational skills and the ability to manage multiple tasks across systems and queues while following documented processes accurately.
- Clear written and verbal communication, including the ability to ask good questions and document work carefully enough for someone else to pick it up.
- Willingness and ability to work a schedule that includes weekends, with two weekdays off.
Technology & Systems:
- Comfortable in spreadsheets (Excel or Google Sheets); familiarity with reporting or BI tools such as Looker, Tableau, or Power BI is preferred.
- Exposure to SQL, Python, APIs, or observability tools — or a genuine appetite to learn them.
- Experience using AI tools such as Claude or ChatGPT to assist with documentation, data cleanup, research, and workflow improvement.
- Familiarity with processor portals, settlement files, or other reconciliation and accounting-adjacent workflows is a plus; we expect these tools to be learned on the job rather than mastered on arrival.
Consistent with FastSpring's values and applicable law, we provide the following information to promote pay transparency and equity. The base pay range below represents a good faith estimate of the low and high end base pay range for the listed position. 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.
Estimated Base Pay Range
$63,570—$63,570 USD
About the Company:
FastSpring is an EQUAL EMPLOYMENT OPPORTUNITY/AFFIRMATIVE ACTION employer. Candidates are considered for employment with FastSpring without regard to their race, color, religion, national origin, age, sex, gender, pregnancy, disability, sexual orientation, gender identity, genetic information, military status, veteran status (specifically status as a disabled veteran, special disabled veteran, Vietnam Era veteran, recently separated veteran, armed forces service medal veteran, or other protected veteran) or other classification protected by applicable federal, state or local law.
AI Transparency Statement:
FastSpring may utilize artificial intelligence (AI) or automated tools during portions of the recruitment process to assist with operational and administrative activities, including candidate communications, scheduling, application organization, and interview documentation. These tools are designed to support efficiency and consistency within the hiring process. AI systems are not used as the sole determinant of hiring outcomes, and all employment decisions are made by qualified human reviewers. We are committed to responsible and fair hiring practices and continue to evaluate our use of technology accordingly.