PayOps Analyst

Who we’re looking for

• 6+ years of experience in payments, operations, or fintech
• Hands-on experience with PSPs, ideally Stripe and or Adyen; Airwallex or an equivalent provider is also relevant
• Strong understanding of card acquiring, payout processes, and authorisation flows
• Strong analytical and problem-solving skills, with confidence using data to investigate incidents and identify patterns
• Experience with Jira, Confluence, Slack, and operational dashboards; familiarity with Power BI or Databricks is a plus
• Clear, effective communication across internal teams and external partners
• Regulated financial services experience is helpful, but not required; strong technical PSP experience is the priority
• AI fluency: you actively use tools such as Claude in your work, provide clear context, iterate on outputs, and take ownership of AI-assisted work
• Ability to give a specific example of how AI has changed the way you work

What you’ll do

• Monitor payout timeliness, authorisation success rates, SLA breaches, dispute prevention readiness, and fee accuracy across Stripe and Adyen
• Log and manage incidents in the Jira Service Portal, ensuring clear ownership, SLA tracking, and resolution from triage through to close
• Perform root cause analysis on recurring failures, escalating where needed and feeding insights back to the PayOps Manager
• Support operational readiness checklists for PSP and vendor onboarding, new market entries, and feature launches
• Coordinate with Customer Support, Product, FinTech R&D, FinCrime, and PSPs or vendors to resolve escalations quickly and effectively
• Prepare weekly KPI reporting and monthly PSP or vendor performance summaries
• Maintain the runbook library for recurring issues and standard operating tasks
• Flag recurring incidents into the Operational Risk Register for governance review
• Track PSP and vendor SLA adherence and provide clear metrics to the PayOps Manager
• Draft first-line merchant communications for outages or incidents, with final approval from the PayOps Manager
• Validate data quality during incident handling, distinguishing PSP, vendor, or system issues from API or reporting lag

About the position

Help make the world more hospitable The hospitality industry is uniquely human, and it deserves technology that’s just as inspiring as the people behind it. At Mews, we’re transforming the industry with a platform that helps hotels run smarter, move faster and create better guest experiences. You’ll work with smart, curious people who care deeply about what they do. You’ll have autonomy and the trust to make good decisions and move quickly. And you’ll enjoy a real sense of purpose as you see the impact of what we’re building. If you’re motivated by ownership, curiosity and meaningful impact, and are driven to deliver consistent high performance, you’ll feel at home here.

Benefits

• Unlimited paid holiday (yes, really)
• Participation in our company share program
• Paid parental leave (6 months fully paid for primary caregivers, 2 months for secondary, available after one year of service)
• An annual Learning budget of €300 (and more for high performers) to support your development
• Monthly "EDGE" time to Explore, Develop, Grow, and Elevate yourself
• A work from anywhere policy with flexibility to work abroad for a few weeks each year
• Relocation options, available after one year
• Flexible, hybrid working options
• A home office setup budget to make your workspace your own and a monthly work-from-home allowance
• Claude tokens, so you can automate workflows and build smarter, more efficient ways of working