PayOps Analyst

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.

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 Pay Ops 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.

• 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 Pay Ops Manager
• Support operational readiness checklists for PSP and vendor onboarding, new market entries, and feature launches
• Coordinate with Customer Support, Product, Fin Tech R&D, Fin Crime, 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 Pay Ops Manager
• Draft first-line merchant communications for outages or incidents, with final approval from the Pay Ops 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…