Monitor payment infrastructure and key metrics
Handle payment incidents — failed payments, refunds, disputes/chargebacks
Implement automations (including AI, tooling, no-code)
Ownership: initiate and independently implement process improvements
Investigate complex payment cases (unauthorized payments, chargeback threats, suspicious transactions, root cause analysis)
Communicate with users on payment issues (refund requests, disputes, unauthorized payments) via ticket-based systems
Handle fraud cases and analyze fraud patterns
Work with SLAs, escalations, and incident prioritization
Collaborate with stakeholders (product, tech, finance)
Share expertise and contribute to team development.

Experience in payments/billing/fintech/operations
Hands-on experience with failed payments, refunds, disputes; understanding of chargeback lifecycle; basic knowledge of fraud patterns
Experience in or strong interest in process automation
High level of ownership and accountability
Experience with ticket-based systems (Zendesk or similar)
Ability to work with SLAs and handle escalations
Analytical approach to problem investigation
English — B1+.

Billing Operations Excellence Specialist

Key skills