Job details

Payment Operations Analyst

Our Mission and Opportunity

Early education is one of the greatest determinants of childhood outcomes, is a must for working families, and has a lasting social and economic impact. Brightwheel’s vision is to enable high quality early education for every child — by giving teachers meaningfully more time with students each day, engaging parents in the development of their kids, and supporting the small businesses that make up the backbone of the $175 billion early education market. Brightwheel is the most loved technology brand in early education globally, trusted by thousands of educators and millions of families.

Our Team

We are a fully remote team with employees across every time zone in the US. Our team is passionate, talented, and customer-focused. Our exceptional investor group includes Addition, Bessemer Venture Partners, Chan Zuckerberg Initiative, GGV Capital, Lowercase Capital, Emerson Collective, and Mark Cuban.

We believe that everyone—from our employees to the students, teachers, and administrators we serve— should be given the opportunity to learn and thrive, whatever their background may be. We celebrate diversity in all forms because it allows our team and the communities we serve to reach their full potential and do their best work. From decision making, to how we operate, we ground ourselves in our Leadership Principles every day.

Who You Are

brightwheel is seeking an experienced Payment Operations Analyst to join our dynamic Payment Operations team. As our payments business expands rapidly, this team is crucial in safeguarding brightwheel and our customers from fraud while resolving challenging payment issues.

You thrive in high-impact roles and are passionate about fraud detection and risk mitigation. In a fast-paced environment, you excel at process-oriented tasks and have a keen eye for detail. You are energized by reviewing a high volume of new account signups and strive for continuous improvement. You desire to get better every day and possess an unwavering drive to achieve excellence and deliver extraordinary results.

What You'll Do

Conduct KYC Checks: Perform a high volume of Know Your Customer (KYC) checks for customers onboarding to our billing platform (~60-80% of your time, depending on the season).
Resolve Payment Disputes: Manage and resolve payment disputes (chargebacks), screen high-risk and suspicious payments, and investigate complex payment issues (~20% of your time).
Investigate Activity: Identify and resolve complex payment issues and suspicious activities on the billing platform.
Customer Interaction: Engage directly with customers via phone and email to provide world-class service and quick resolutions.
Collaborate Across Teams: Support other functions at brightwheel as needed to enhance our operations.

Qualifications, Skills, & Abilities

1+ years experience in a customer-facing role
1+ year of experience in fraud prevention, detection, and investigation
Preferred: 1+ year of experience in processing and mitigating disputes (chargebacks)
Strong written and verbal communication skills
Extreme attention to detail in all aspects of your work
Proven analytical and problem-solving skills, with the ability to create structure in ambiguous situations, investigate root causes, and propose effective solutions.

$23.08 - $23.08 an hour

For cash compensation, brightwheel sets standard ranges for all roles based on function, level, and geographic location, benchmarked against similar-stage growth companies. Multiple factors determine final offer amounts, including geographic location, candidate experience, and expertise. If you have questions about the compensation band for your region, please ask your recruiter.

brightwheel is committed to internal pay equity and offers a competitive compensation package, including base salary, equity, and benefits. In addition, our benefits package includes premium medical, dental, and vision benefits, generous paid parental leave, a flexible paid time off policy, a monthly wellness and productivity stipend, and a Learning & Development stipend.

Brightwheel is committed to creating a diverse and inclusive work environment and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Brightwheel Glassdoor Company Review

3.8

Brightwheel DE&I Review

4.1

CEO of Brightwheel

Dave Vasen

Approve of CEO

Average salary estimate

$48000 / YEARLY (est.)

min

max

$48000K

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What You Should Know About Payment Operations Analyst, Brightwheel

Brightwheel is on the lookout for a dedicated Payment Operations Analyst to join our amazing remote team! If you’re passionate about early education and love diving deep into fraud detection and risk mitigation, you’ll fit right in with our vibrant culture. At Brightwheel, we believe that every child deserves high-quality early education, and we’re committed to enabling that through our technology. As a Payment Operations Analyst, you’ll play a crucial role in safeguarding our customers and ensuring a smooth payment process. Your day-to-day will involve conducting Know Your Customer (KYC) checks, managing payment disputes, and directly interacting with customers to provide exceptional service. If you thrive in high-impact roles, possess a keen eye for detail, and are committed to continuous improvement, this position offers the chance to make a real difference. You’ll not only be helping to resolve payment issues but also collaborating across teams to enhance our operations. Join us in shaping the future of early education and be part of a company that values diversity and cultivates an inclusive environment. With the added benefit of a competitive compensation package and a wealth of perks, this is a role where you can truly flourish.

Frequently Asked Questions (FAQs) for Payment Operations Analyst Role at Brightwheel

What does a Payment Operations Analyst do at Brightwheel?

A Payment Operations Analyst at Brightwheel plays a vital role in safeguarding our payment process and resolving payment issues. Their tasks include performing KYC checks, managing chargebacks and disputes, and investigating suspicious activities, ensuring that our customers receive top-notch service.