Payments Operations Specialist - FTC

Who We Are:

At the company, we give our community in the UK and Germany the chance to win luxury homes and other life-changing prizes — all while raising money for the causes they love. Thanks to our the company Community, we’ve raised over £100 million for UK charities in just five years. That’s millions helping organisations like Age UK, the RSPCA, British Heart Foundation and Great Ormond Street Hospital Charity deliver life‑saving work. And the best part? We’re only just getting started. The company is building a business and culture committed to growth and creating significant social impact on a global scale.

About The Job:

The company is a subscription‑first fundraising platform with over 1.2 million active subscribers. We run large‑scale prize draws that change people's lives — and we need flawless payments infrastructure behind every one. This role is the operational heartbeat of that infrastructure: owning reconciliation, dunning, vendor relationships, and the day‑to‑day health of our payments ecosystem. Looking for someone immediately available.

What You’ll Be Doing:

• CORE PAYMENTS OPS
• Monitor payment success rates, failure trends, and processor health dashboards daily.
• Investigate and resolve payment exceptions, chargebacks, and disputes end-to-end.
• Own the subscriber payment lifecycle from authorisation through to settlement.
• Manage refund workflows and ensure timely, accurate processing.
• Maintain internal runbooks and escalation protocols for payment incidents.

• DUNNING & RECOVERY
• Own and continuously optimise the full dunning cycle — retry logic, timing, and messaging.
• Analyse decline reason codes and apply segmented retry strategies accordingly.
• Collaborate with CRM and Product to improve pre‑dunning communications.
• Test and iterate dunning cadences using A/B frameworks where available.

• RECONCILIATION
• Run daily and monthly reconciliation across Stripe and Shopify Subscriptions at 1.2M‑subscriber scale.
• Identify, investigate, and resolve discrepancies between processor reports and internal records.
• Build and maintain automated reconciliation tooling in partnership with Engineering or BI.

• VENDOR MANAGEMENT
• Serve as the primary internal owner for both Stripe and Shopify Subscriptions relationships.
• Manage configuration, feature adoption, account health, and platform update impact assessments across Stripe and Shopify Subscriptions.
• Lead regular vendor reviews and negotiate on SLAs, fees, and product roadmap alignment.
• Evaluate alternative or complementary payment tools as the business scales.

• REPORTING & INSIGHT
• Produce weekly and monthly payments performance report for Finance and leadership, covering reconciliation sign‑off, authorisation rates, payment‑failure churn, recovery performance, and net revenue recovered.
• Maintain a payment ops dashboard that gives real‑time visibility to key stakeholders.
• Surface actionable insight from decline and recovery data to inform product, CRM, and commercial decisions.

• CROSS‑FUNCTIONAL
• Partner with Product to shape payment‑related feature development and releases.
• Support compliance with PCI‑DSS requirements and internal data handling policies.
• Brief Customer Support on payment issues affecting member experience.

About You:

• Experience in a payments, fintech, or subscription operations role.
• Hands‑on experience with Stripe, including billing, radar, and reporting APIs.
• Proven ownership of a dunning or failed‑payment recovery programme.
• Experience running reconciliation at scale (>100k transactions/month).
• Strong data skills — comfortable in Excel/Sheets.
• Ability to read and interpret processor reporting and settlement files.
• Excellent attention to detail and a low tolerance for unexplained discrepancies.
• Clear written communicator able to brief both technical and non‑technical audiences.

What’s In It For You:

• Generous stock options scheme.
• 25 days annual leave PLUS Bank Holidays.
• Private medical and dental insurance.
• 9% employer pension contributions, when you contribute at least 2%.
• A generous personal learning and development budget each year to use on training courses, conferences and professional memberships.
• Enhanced family leave policies.
• Life assurance of 4x your salary.

DEI Statement:

We actively seek out diversity of thought and experience to drive innovation. We welcome all backgrounds, identities, and perspectives and work hard to ensure that every the company employee can bring their authentic self to work at all times.