About the role

Lead the Payment Operations team at WeTravel in Amsterdam. Oversee payment processes, drive improvements, and ensure customer satisfaction in a hybrid role.

Responsibilities

Manage the payment operations team: allocate tasks, hold regular 1:1s, track operational metrics, oversee projects and periodic tasks such as 1099-k filings
Handle critical payment escalations from customers, ensuring timely resolution and effective communication with customers, internal teams and external partners
Collaborate with our Payment Service Providers to ensure seamless service to our customers and their clients
Conduct periodic reviews to ensure adherence to risk and compliance measures, and recommend improvements
Lead process improvements internally and with PSPs to drive efficiency and customer satisfaction
Be available on an occasional basis outside of standard working hours, including weekends, to address urgent payment-related matters or time-sensitive escalations

5+ years of experience in payments, risk or compliance operations in SaaS, marketplaces/platforms, eCommerce, online gaming/gambling, fintechs, payment processing, of which at least 2 years are in direct people management
Advanced proficiency in both English and Spanish (C1 or higher), both written and verbal, with the ability to communicate clearly with customers, internal teams and external partners
Strong troubleshooting and problem-solving skills, to manage customer escalations and improve internal processes
Experience working with payment services providers
Familiarity with data analysis and visualisation; you like working in Excel and have used tools like Looker, Tableau, PowerBI to extract insights for internal teams and customers
High self-motivation, with an ability to lead initiatives cross-functionally and cross-geographically, and you are comfortable with ambiguity
A drive for continuous improvement, optimization of processes and upskilling of team members
Empathy, patience and passion to help our team members and our customers to succeed. You are comfortable contacting customers directly (via chat, email or phone/video call) when it is necessary to resolve complex escalations, and have experience working with Customer Support teams (e.g. ticket triaging, shared projects)

Generous "Time to Recharge" policy — enjoy unlimited paid time off to rest, recharge, and show up as your best self
Amsterdam Program – visit us in Amsterdam (HQ) for 2-4 weeks every year, staying in one of our WeTravel apartments
Work remotely for a maximum of 4 weeks per calendar year
Annual team off-site (often somewhere sunny 🌊)
Cycle-to-work scheme (Swapfiets subscription) or commuting reimbursement
Monday and Thursday team lunches and after-work social events
Beautiful office in central Amsterdam – rooftop garden and right by Rokin metro
Extensive paid family leave
Three paid volunteer days per year — take time to give back to causes you care about, on us
2-week cross-functional onboarding program
Cutting-edge equipment and tools to set you up for success. Coverage for certain work-from-home (WFH) equipment
Join an international, travel-loving team with a passion for adventure and innovation
Employer-sponsored pension plan with a 2% employer contribution deposited into your individual pension account*.
Access to a 10% group discount on supplementary/additional health insurance (aanvullende verzekeringen), with the same discount available to eligible family members.