[Hiring] PayOps Analyst @Mews

Role Description

The PayOps Analyst is the operational heartbeat of Mews’ Payment Operations function. You’ll monitor payment flows, manage incidents end to end, and provide the insight that keeps merchants getting paid accurately and on time.

This is not a passive monitoring role. We’re looking for someone who can:

• Spot issues quickly
• Think clearly under pressure
• Improve how the function operates over time

You’ll help keep daily operations stable while also strengthening the systems, reporting, and playbooks that make the team more proactive and scalable. This role is also built for an AI-first way of working. At Mews, we expect people to use AI tools such as Claude to:

• Reduce manual admin
• Surface anomalies faster
• Spend more time on judgment, prioritisation, and escalation

You should be comfortable using AI in your day-to-day work and able to show how it has genuinely improved the way you operate.

Your mission, should you choose to accept it:

• 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

Qualifications

• 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

Requirements

• Location A = USA
• To be eligible for this position, you must be based in one of the following US states:
  • Arizona
  • California
  • Colorado
  • Connecticut
  • Florida
  • Georgia
  • Illinois
  • Kansas
  • Massachusetts
  • Montana
  • Nevada
  • New Jersey
  • New York
  • North Carolina
  • Ohio
  • Oregon
  • South Carolina
  • Tennessee
  • Texas
  • Utah
  • Vermont
  • Virginia
  • Washington
  • Wisconsin

Benefits

Our success is powered by our incredible people, supported by benefits that help them thrive.

• 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

Company Description

We’re an equal opportunities employer. We value teams that reflect the diversity of the customers and communities we serve. Different perspectives make better ideas, stronger products and a more welcoming company.

We also believe transparency is important when deciding if you're the right fit. Mews is an ambitious, high-pressure environment of continuous learning and high standards. Success here requires resilience, adaptability and a willingness to solve difficult problems.

A few things that define how we work:

• High autonomy means high responsibility. People are expected to take ownership and drive outcomes.
• Change is constant. We’re growing quickly and adapting as we scale.
• We’re remote-first, not relationship-free. Flexibility is core to how we work, but strong relationships still matter.
• AI is an integral part of our processes. It’s not here to steal people’s jobs, but to amplify efficiency and productivity.