Payments Operations Specialist - FTC

3 нед. назад

United KingdomEuropeHybrid

payment reconciliationdispute resolutionrefund processing

Responsible for managing payment operations, including reconciliation, dispute resolution, and maintaining the payments ecosystem for a subscription-first fundraising platform.

Обязанности

is a subscription-first fundraising platform with over 1.2 million active subscribers. We run large-scale prize draws that change people's lives — and we need flawless payments infrastructure behind every one. This role is the operational heartbeat of that infrastructure: owning reconciliation, dunning, vendor relationships, and the day-to-day health of our payments ecosystem. Looking for someone immediately available.

Требования

Experience in a payments, fintech, or subscription operations role
Hands-on experience with Stripe, including billing, radar, and reporting APIs
Proven ownership of a dunning or failed-payment recovery programme
Experience running reconciliation at scale (>100k transactions/month)
Strong data skills — comfortable in Excel/Sheets
Ability to read and interpret processor reporting and settlement files
Excellent attention to detail and a low tolerance for unexplained discrepancies
Clear written communicator able to brief both technical and non-technical audiences

Другое

Who We Are: At , we give our community in the UK and Germany the chance to win luxury homes and other life-changing prizes — all while raising money for the causes they love.
Thanks to our Community, we’ve raised over £100 million for UK charities in just five years. That’s millions helping organisations like Age UK, the RSPCA, British Heart Foundation and Great Ormond Street Hospital Charity deliver life-saving work.
And the best part? We’re only just getting started. is building a business and culture committed to growth and creating significant social impact on a global scale.
Monitor payment success rates, failure trends, and processor health dashboards daily
Investigate and resolve payment exceptions, chargebacks, and disputes end-to-end
Own the subscriber payment lifecycle from authorisation through to settlement
Manage refund workflows and ensure timely, accurate processing
Maintain internal runbooks and escalation protocols for payment incidents
Own and continuously optimise the full dunning cycle — retry logic, timing, and messaging
Analyse decline reason codes and apply segmented retry strategies accordingly
Collaborate with CRM and Product to improve pre-dunning communications
Test and iterate dunning cadences using A/B frameworks where available
Run daily and monthly reconciliation across Stripe and Shopify Subscriptions at 1.2M-subscriber scale
Identify, investigate, and resolve discrepancies between processor reports and internal records
Build and maintain automated reconciliation tooling in partnership with Engineering or BI
Serve as the primary internal owner for both Stripe and Shopify Subscriptions relationships
Manage configuration, feature adoption, account health, and platform update impact assessments across Stripe and Shopify Subscriptions
Lead regular vendor reviews and negotiate on SLAs, fees, and product roadmap alignment
Evaluate alternative or complementary payment tools as the business scales
Produce weekly and monthly payments performance report for Finance and leadership, covering reconciliation sign-off, authorisation rates, payment-failure churn, recovery performance, and net revenue recovered
Maintain a payment ops dashboard that gives real-time visibility to key stakeholders
Surface actionable insight from decline and recovery data to inform product, CRM, and commercial decisions
Partner with Product to shape payment-related feature development and releases
Support compliance with PCI-DSS requirements and internal data handling policies
Brief Customer Support on payment issues affecting member experience
Relentlessly precise. At 1.2 million subscribers, small error rates become big numbers fast. You're the person who notices the discrepancy everyone else missed and doesn't rest until it's explained.
Recovery-minded. You don't just run the dunning process — you obsess over why cards fail, segment your retries intelligently, and find percentage points of recovery others leave behind.
A confident vendor partner. You build strong relationships with Stripe and Shopify account teams, know how to escalate effectively, and hold vendors accountable to SLAs without burning bridges.
Process-builder, not just process-follower. You inherit some workflows and build others from scratch. You're comfortable creating runbooks, automating repetitive checks, and leaving things better than you found them.
Clear under pressure. When a payment incident lands at pace, you triage fast, communicate clearly to Finance and leadership, and resolve it without drama.
Generous stock options scheme
25 days annual leave PLUS Bank Holidays
Private medical and dental insurance
9% employer pension contributions, when you contribute at least 2%
A generous personal learning and development budget each year to use on training courses, conferences and professional memberships
Enhanced family leave policies
Life assurance of 4x your salary
We actively seek out diversity of thought and experience to drive innovation. We welcome all backgrounds, identities, and perspectives and work hard to ensure that every employee can bring their authentic self to work at all times.