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AI Summary
Help make the world more hospitable
The hospitality industry is uniquely human, and it deserves technology that’s just as inspiring as the people behind it. At Mews, we’re transforming the industry with a platform that helps hotels run smarter, move faster and create better guest experiences.
You’ll work with smart, curious people who care deeply about what they do. You’ll have autonomy and the trust to make good decisions and move quickly. And you’ll enjoy a real sense of purpose as you see the impact of what we’re building.
If you’re motivated by ownership, curiosity and meaningful impact, and are driven to deliver consistent high performance, you’ll feel at home here.
About the role
Let's get into the specifics. It’s impossible to capture every nuance of a role – especially at a rapidly growing company like Mews – but if we had to distil it into 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
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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.
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.
Commissions are in addition to the advertised salary range and are determined based on employee performance.
What’s in it for you?
Our success is powered by our incredible people, supported by benefits that help them thrive.
Global benefits
No matter where you’re based, you’ll enjoy:
- Unlimited paid holiday (yes, really)
- Participation in our company share program
- Paid parental leave (6 months fully paid for primary caregivers, 2 months for secondary, available after one year of service)
- An annual Learning budget of €300 (and more for high performers) to support your development
- Monthly "EDGE" time to Explore, Develop, Grow, and Elevate yourself
- A work from anywhere policy with flexibility to work abroad for a few weeks each year
- Relocation options, available after one year
- Flexible, hybrid working options
- A home office setup budget to make your workspace your own and a monthly work-from-home allowance
- Claude tokens, so you can automate workflows and build smarter, more efficient ways of working
Local benefits
You'll receive additional benefits that vary by location, from healthcare and retirement plans to team events, socials and other perks. Ask us about it during your interview process.
Life at Mews
We’re an equal opportunities employer. We value teams that reflect the diversity of the customers and communities we serve. Different perspectives make better ideas, stronger products and a more welcoming company.
We also believe transparency is important when deciding if you're the right fit. Mews is an ambitious, high-pressure environment of continuous learning and high standards. Success here requires resilience, adaptability and a willingness to solve difficult problems.
A few things that define how we work:
- High autonomy means high responsibility. People are expected to take ownership and drive outcomes. There isn’t a detailed playbook for everything, and that’s part of what makes the work challenging – and rewarding.
- Change is constant. We’re growing quickly and adapting as we scale. Teams, processes and priorities continue to evolve, and only people who stay curious and agile will thrive.
- We’re remote-first, not relationship-free. Flexibility is core to how we work, but strong relationships still matter. Our teams are global, so we need expert collaborators and communicators to help us move forward together.
- AI is an integral part of our processes. It’s not here to steal people’s jobs, but to amplify efficiency and productivity. We’re motivated to proactively use the technology to seek out better ways of working and share our findings with the rest of the company.
If there's anything we can do to support you during the application process, let us know.
We don't discriminate on the basis of race, religion, colour, nationality, gender, sexual orientation, age, marital status, veteran status, disability or any other protected characteristic.
One final thing: don't hold back. If you don't meet 100% of the criteria in this job description but you're certain you could make a big impact, apply. Everyone should have equal access to opportunities, and we're committed to providing an inclusive experience.
If Mews sounds like the kind of environment where you'd thrive, we'd love to hear from you.
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