PayOps Analyst

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

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

Location B = UK

Location C = Spain

Location D = Czechia

Pay Transparency at Mews

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.

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.

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.

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 our incredible people and supported by the benefits that help them thrive.

We want to get to know you, so it’s only fair we tell you a little bit about ourselves first. Mews has been transforming hospitality since 2012. What began in a single hotel in Prague now powers thousands of hotels around the world, as they pursue their mission to develop transformational solutions for brands and create remarkable experiences for guests.

Since the beginning, Mews embraced being different. Mews is not simply a property management system, but a connected hospitality cloud with products across the hotel ecosystem and more integrations than anyone else.

From global hospitality brands to independent properties, hoteliers join Mews because they recognize the power of innovation. They understand that they can benefit from hotel tech that drives efficiency, maximizes revenue, and improves guest happiness.

Powering over 5,000 customers across more than 85 countries, Mews Hospitality Cloud is designed to streamline operations for modern hoteliers, transform the guest experience and create more profitable businesses.

Ranked 24th in the FT 1000 list of the fastest-growing European companies in 2021, Mews has been recognized as the Best PMS by industry peers at the HotelTechAwards in both 2020 and 2024, consistently earning acclaim. Mews also achieved finalist status in 2021 and 2022. What's more, we take immense pride in being listed among the Best Places to Work in Hotel Tech during those same years and again this year. But our achievements don't stop there; Mews was also listed among the World's Best Hotel PMS Provider 2023 and as the World's Best Independent Hotel PMS Provider 2022 and 2023 by the World Travel Tech Awards.

That’s what we do, but what about who we are? Mews’ culture is special and difficult to capture in words, which makes writing this tricky. You'll experience the freedom to be yourself and the ability to watch your ideas come to life. You’ll have an open line of communication and an open invitation to after-work drinks, be they virtual or in-person. Sometimes the work can be challenging and there can be a lot of it, but you’ll always be able to rely on those around you.

Yes, we’re ambitious and we move fast, but we know the value of fun and taking a breather. We have slack channels for almost every interest imaginable, and an all-company meeting every Friday gives you the chance to ask any question to our leadership team.

If our mission, values and Life at Mews sound like your kind of place, we’d love to hear from you!

We’re an equal opportunities employer. To reimagine the art of hospitality, we need teams that represent our global and diverse customers and users. Our differences make Mews, so we welcome people of all backgrounds and identities to work with us. We embrace different perspectives, encourage trying new things and want everyone to feel safe bringing their authentic self to work. If this sounds like you and you’re ready to join a global, innovative and exciting community, we’d love to hear from you.

One very important note: don’t hold back. Even if you don’t meet 100% of the criteria listed in this job description, we still encourage you to apply. We believe everyone should have equal access to opportunities and we’re committed to providing an inclusive experience, so please let us know if there’s anything we can do to support you during the application process. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, disability, or any other protected characteristic. We can’t wait to hear from you.

At Mews, we believe AI enhances our work but should not replace what humanises it and makes it individually ours. We see AI as a tool to support research, generate ideas, and drive efficiency, but creativity, critical thinking, and opinions differentiate us. As you apply, feel free to use AI to help structure your thoughts — but ensure your application and conversations with us, reflect your personal opinions, capabilities and experience. We’re building an AI-enabled workforce, and that starts with people who think independently and bring fresh ideas to the table. Because at Mews, making work more human is the ultimate goal.