Neon - Payment Operations Analyst

• Dispute & Chargeback Operations • Own dispute intake, evidence compilation, and resolution across all active payment processors and markets. • Maintain resolution SLAs and win rate targets; identify and escalate systemic patterns to product and risk leads. • Support development of internal dispute tooling as operational infrastructure matures. • Fraud Operations • Fraud Operations • Execute fraud investigations and transaction reviews in partnership with the Risk, Fraud & Compliance Product Leader. • Monitor flagged transactions through screening and decisioning tools; escalate blockers and maintain case records. • Track fraud loss trends across markets and game titles; surface emerging attack patterns before they scale. • Payment Performance Monitoring • Track authorization rates, payment success rates, decline codes, and fraud losses across processors and markets. • Own post-launch metric reviews for new payment methods against defined performance thresholds. • Build and maintain operational dashboards; flag anomalies before they become publisher-impacting incidents. • Customer Success Support • Serve as the operational point of contact for payment-related customer requests escalated by Customer Success. • Conduct deep dives into publisher payment performance, dispute trends, and fraud exposure — producing structured analysis that CS can use directly in publisher conversations. • Support publishers during payment incidents: root cause investigation, timeline reconstruction, and remediation communication. • Process & Tooling • Process & Tooling • Document operational workflows, maintain process runbooks, and identify automation opportunities. • Partner with the Head of Payments, Risk & Compliance, and engineering to translate operational gaps into product or tooling improvements. • Key Success Metrics • Key Success Metrics • Dispute win rate and resolution turnaround time, measured per processor. • Fraud operations quality: false positive rate, detection rate, escalation accuracy. • PSR monitoring coverage: all active payment methods have defined review triggers and are tracked. • Reporting accuracy and on-time delivery. • Ideal Profile • 3–5 years in payments operations, fraud ops, or fintech risk — ideally at a PSP, Merchant of Record, or digital goods company. • Comfortable operating across multiple payment processors simultaneously; direct experience with global PSPs such as Stripe, Adyen, PayPal, or Razorpay preferred. • Understands dispute and chargeback mechanics at the card network level — Visa/Mastercard rules, not just tool navigation. • Strong analytical capability: can work across dashboards and data tools, build structured reports, and identify signal in noisy transaction data. • Detail-oriented and self-directing — this role operates with significant autonomy across a broad and growing operational surface. • Business-level English proficiency required, written and verbal.