SeniorPaymentOperationsSpecialist

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. Senior Payment Operations Specialist Department: Payment Operations Location and Hours: US - 3pm to 11pm PST (Monday - Friday) Reports To: Senior Manager, Payment Operations Role Overview The Senior Payment Operations Specialist is responsible for overseeing daily payment operations across multiple processors and regions, with a focus on chargeback management, KPI tracking, and issue resolution for FastSpring’s network of over 2,500 sellers. This role is both analytical and operational, requiring a deep understanding of payment flows, card network rules, and processor behavior. You will handle chargeback representments, identify emerging trends, research anomalies, and partner with cross-functional teams to reduce risk, optimize recovery rates, and enhance seller experience. Key Responsibilities Chargeback analyze daily trends and provide actionable insights to improve outcomes. Maintain deep familiarity with card network chargeback rules, evidence requirements, and processor-specific workflows. Coordinate with sellers and internal teams to gather supporting documentation and ensure consistent, high-quality dispute responses. Monitor payment processor dashboards and alerts to identify anomalies or disruptions in payment performance. KPI & Trend Analysis Track and analyze key payment and chargeback metrics (e.g., dispute volume, win rate, refund rates, processor performance). Identify underlying drivers of positive or negative trends and collaborate with internal stakeholders to develop data-driven improvement plans. Develops and presents quantified optimization recommendations (cost reduction, au