Middle Payments Operations Specialist
Description
This role exists to ensure the uninterrupted, secure flow of transactional operations across our global networks. You’ll help us protect revenue and maintain platform integrity by owning the end-to-end resolution of payment anomalies, mitigating fraud risks, and optimising partner communications.
Responsibilities
- Own the end-to-end investigation and resolution of multi-step payment anomalies and transaction-related issues.
- Ship rapid, accurate solutions for escalated operational bottlenecks to minimise processing downtime.
- Monitor real-time alerts and track incoming system anomalies utilising tools like Grafana.
- Analyse transaction logs within PSP backoffices to diagnose root causes of processing failures.
- Execute daily anti-fraud and financial fraud operational workflows to protect platform liquidity.
- Enforce strict adherence to company procedures and international payment regulatory standards.
- Escalate highly sensitive, complex systemic issues to the supervisor or cross-functional security teams when guardrails are breached.
- Partner with internal product engineering teams and external payment service providers (PSPs) to unblock processing pipelines.
- Communicate technical issues clearly and professionally to external partners, ensuring rapid SLA compliance.
- Notify affected internal teams and clients immediately regarding critical service disruptions or localised processing degradations.
- Identify recurring transactional friction points and transform those insights into actionable workflow improvements.
- Optimise customer support workflows by pinpointing systemic sources of user payment friction.
- Measure your personal and team output against monthly operational efficiency and accuracy targets.
Requirements
- 1+ years of experience in Customer Support, Payments Operations, or a similarly fast-paced operational environment, experience in the iGaming industry is a plus.
- Solid operational understanding of the online payments ecosystem, including processing flows and industry standards.
- Hands-on experience navigating monitoring setups (Grafana) and managing incidents via ticketing ecosystems (Jira).
- Technical proficiency in using PSP back-offices for log analysis alongside a solid grasp of Microsoft Excel for data parsing.
- Professional English proficiency (Intermediate/Upper-Intermediate) and Proficiency in Ukrainian or Russian languages.
- Proven multitasking execution, with a track record of prioritising high-volume data queues under strict SLA deadlines.
- Experience working directly with diverse regional payment regulations across multiple geographies.
- Proven autonomy in managing isolated operational tasks from start to finish without constant oversight.
- Background in analysing complex, multi-step fraud patterns.
Benefits
- Cafeteria — annual budget you allocate to: Sports • Medical • Mental health • Home office • Languages.
- Paid maternity/paternity leave + monthly childcare allowance.
- 20+ vacation days, unlimited sick leave, emergency time off.
- Remote-first + tech support + coworking compensation.
- Team events (online/offline/offsite).
- Learning culture with internal courses + growth programs.
