PayOps Analyst
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<h4 data-ghq-card-content-type="SMALL_HEADING">🌍 <strong data-ghq-card-content-type="BOLD">Can you help us change the world?<br></strong></h4>
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<p style="text-align: justify;" data-ghq-card-content-type="paragraph">It’s true. At Mews, we dream big. As a Hotel Tech unicorn valued at $2.5b, we’re propelling new-generation cloud technology within global hospitality. With our industry-leading property management solution<strong data-stringify-type="bold">,</strong> we’re enabling the world’s most revolutionary hospitality brands to accelerate their digital transformation.</p>
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<p style="text-align: justify;" data-ghq-card-content-type="paragraph">We’re on the lookout for ambitious, tenacious and passionate people who want to join the next generation of innovators and disrupt the hospitality industry with us. Sound good so far? Keep reading and tumble down the Mews rabbit hole... 🐇</p>
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<h4 data-ghq-card-content-type="SMALL_HEADING">🧑🏻💻 About the role</h4>
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<p style="text-align: justify;" data-ghq-card-content-type="paragraph">First things first: you want to know what you’re actually applying for. It’s impossible to capture every nuance of a role – especially at a rapidly growing company like Mews – but if we had to distill it down to a job description (which we do because this is a job description), it would be this:</p>
</div></div><p class="wnfdntt _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea" data-pm-slice="1 1 []">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.</p>
<p class="wnfdntt _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">This is not a passive monitoring role. We’re looking for someone who can spot issues quickly, think clearly under pressure, and 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, and 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.</p>
<p class="wnfdntt _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea"><strong><span data-contrast="none"><span data-ccp-parastyle="heading 2">✅</span></span><span data-contrast="none"><span data-ccp-parastyle="heading 2"> Your mission, should you choose to accept it:</span></span><span data-ccp-props="{"134245418":true,"134245529":true,"335559738":40}"> </span></strong></p>
<ul>
<li class="wnfdntt _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">Monitor payout timeliness, authorisation success rates, SLA breaches, dispute prevention readiness, and fee accuracy across Stripe and Adyen</li>
<li class="wnfdntt _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">Log and manage incidents in the Jira Service Portal, ensuring clear ownership, SLA tracking, and resolution from triage through to close</li>
<li class="wnfdntt _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">Perform root cause analysis on recurring failures, escalating where needed and feeding insights back to the PayOps Manager</li>
<li class="wnfdntt _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">Support operational readiness checklists for PSP and vendor onboarding, new market entries, and feature launches</li>
<li class="wnfdntt _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">Coordinate with Customer Support, Product, FinTech R&D, FinCrime, and PSPs or vendors to resolve escalations quickly and effectively</li>
<li class="wnfdntt _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">Prepare weekly KPI reporting and monthly PSP or vendor performance summaries</li>
<li class="wnfdntt _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">Maintain the runbook library for recurring issues and standard operating tasks</li>
<li class="wnfdntt _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">Flag recurring incidents into the Operational Risk Register for governance review</li>
<li class="wnfdntt _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">Track PSP and vendor SLA adherence and provide clear metrics to the PayOps Manager</li>
<li class="wnfdntt _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">Draft first-line merchant communications for outages or incidents, with final approval from the PayOps Manager</li>
<li class="wnfdntt _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">Validate data quality during incident handling, distinguishing PSP, vendor, or system issues from API or reporting lag</li>
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<p><strong><span data-contrast="none"><span data-ccp-parastyle="heading 2">🤝️</span></span><span data-contrast="none"> <span data-ccp-parastyle="heading 2">You’ll</span><span data-ccp-parastyle="heading 2"> be a great fit if you bring a few of the below with you:</span></span><span data-ccp-props="{"134245418":true,"134245529":true,"335559738":40}"> </span></strong></p>
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<li class="wnfdntt _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">6+ years of experience in payments, operations, or fintech</li>
<li class="wnfdntt _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">Hands-on experience with PSPs, ideally Stripe and or Adyen; Airwallex or an equivalent provider is also relevant</li>
<li class="wnfdntt _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">Strong understanding of card acquiring, payout processes, and authorisation flows</li>
<li class="wnfdntt _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">Strong analytical and problem-solving skills, with confidence using data to investigate incidents and identify patterns</li>
<li class="wnfdntt _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">Experience with Jira, Confluence, Slack, and operational dashboards; familiarity with Power BI or Databricks is a plus</li>
<li class="wnfdntt _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">Clear, effective communication across internal teams and external partners</li>
<li class="wnfdntt _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">Regulated financial services experience is helpful, but not required; strong technical PSP experience is the priority</li>
<li class="wnfdntt _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">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</li>
<li class="wnfdntt _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">Ability to give a specific example of how AI has changed the way you work</li>
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<p>Location A = USA</p>
<p>Location B = UK</p>
<p>Location C = Spain</p>
<p>Location D = Czechia</p><div class="content-pay-transparency"><div class="pay-input"><div class="description"><p class="font-claude-response-body break-words whitespace-normal leading-[1.7]"><span style="font-size: 32px;"><strong>Pay Transparency at Mews</strong></span></p>
<p class="font-claude-response-body break-words whitespace-normal leading-[1.7]">Salary ranges are provided in good faith and reflect current market conditions and internal pay structures. Final compensation may be adjusted based on funding, budget constraints, or exceptional candidate qualifications, but will remain within reasonable proximity to the stated range.</p>
<p class="font-claude-response-body break-words whitespace-normal leading-[1.7]">This salary disclosure is provided in compliance with applicable pay transparency legislation. We are committed to equal pay practices and prohibit salary history inquiries during our recruitment process.</p>
<p class="font-claude-response-body break-words whitespace-normal leading-[1.7]">If the location you're applying from wasn't originally advertised for this role, salary range information is available upon request at any point during the application/interview process - your recruiter will be able to help.</p>
<p class="font-claude-response-body break-words whitespace-normal leading-[1.7]"> </p></div><div class="title">Pay range location. A</div><div class="pay-range"><span>$114,500</span><span class="divider">—</span><span>$135,000 USD</span></div></div><div class="pay-input"><div class="title">Pay range location B</div><div class="pay-range"><span>£59,000</span><span class="divider">—</span><span>£79,000 GBP</span></div></div><div class="pay-input"><div class="title">Pay range location C</div><div class="pay-range"><span>€53.500</span><span class="divider">—</span><span>€70.000 EUR</span></div></div><div class="pay-input"><div class="title">Pay range location D</div><div class="pay-range"><span>1 008 000 Kč</span><span class="divider">—</span><span>1 320 000 Kč CZK</span></div></div></div><div class="content-conclusion"><div>
<h4 data-renderer-start-pos="2882">🎉 What's in it for you?</h4>
<p data-renderer-start-pos="2882">Did you know Mews was named <a href="https://www.mews.com/en/press/mews-named-best-pms-in-hoteltechawards" target="_blank"><em data-renderer-mark="true">Best PMS of 2025</em></a> - for the second year in a row - and twice recognized as a <a href="https://www.mews.com/en/blog/best-place-to-work-hotel-tech-2022" target="_blank"><em data-renderer-mark="true">Best Place to Work in Hotel Tech</em></a>? </p>
<p data-renderer-start-pos="3024">That success is powered by our incredible people and supported by the benefits that help them thrive.</p>
<h4 id="🌍-Global-benefits" data-renderer-start-pos="3127">🌍 Global benefits</h4>
<p data-renderer-start-pos="3147">No matter where you’re based, you’ll enjoy:</p>
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<p data-renderer-start-pos="3194">Participation in our company share program</p>
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<p data-renderer-start-pos="3240">Best-in-class parental leave (6 months fully paid for primary caregivers, 2 months for secondary, available within your first year)</p>
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<p data-renderer-start-pos="3375">Unlimited paid holiday (yes, really)</p>
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<p data-renderer-start-pos="3415">Work from anywhere - enjoy the flexibility to work from other countries for
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