PayOps Analyst

About the role

🌍 Can you help us change the world? 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 , we're enabling the world's most revolutionary hospitality brands to accelerate their digital transformation. 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... 🐇 🧑🏻💻 About the role 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: 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, 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. ✅ 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 🤝️ You'll be a great fit if you bring a few of the below with you: 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 Location A = USA To be eligible for this position, you must be based in one of the following US states: Arizona, California, Colorado, Florida, Georgia, Illinois, Kansas, Massachusetts, Montana, Nevada, New Jersey, New York, North Carolina, Ohio, Oregon, South Carolina, Tennessee, Texas, Utah, Vermont, Virginia, Washington, Wisconsin. The referenced salary range is based on Mews' good faith belief at the time of posting. Actual compensation may vary based on factors such as geographic location, work experience, market conditions, and skill level as determined during the interview process. Commissions are in addition to the advertised salary range and are determined based on employee performance. US $114,500 - $135,000 USD 🎉 What's in it for you? Did you know Mews was named Best PMS of 2025 - for the second year in a row - and twice recognized as a Best Place to Work in Hotel Tech ? That success is powered by o

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