Payment Operations Specialist - EMEA

Hi , I'm Andrea, Manager of Payment Operations. I joined WeTravel in May, and I'm based remotely in Madrid, Spain ES. I'm excited to find a new Payment Operations Specialist to join our global team.
I lead a global team of specialists focused on building reliable, scalable, and compliant payment operations that support our mission of powering the world's best group travel experiences.
If you're someone who takes pride in precision, loves optimizing workflows, and is excited about working at the intersection of travel, payments, and fintech, I'd love to meet you!

About WeTravel

Think of the most incredible adventures imaginable: trekking to Machu Picchu, cycling through Tuscany, or going on a safari in Kenya. For years, the small businesses and local experts who run these trips have been stuck using messy spreadsheets, countless emails, and complicated payment methods.

WeTravel is changing that. We build the tools that empower any entrepreneur to launch and grow their own travel business. Our platform makes it simple for organisers to create beautiful trip proposals, securely process payments, and manage their customers, so they can focus on what they do best: creating amazing experiences.

This is one of the last great frontiers of travel to come online, and as the category leader, we are at the forefront of this change. Last year alone, our platform was trusted by 8,000 organizers to lead over a million travelers on adventures in 150+ countries. Now, we're on an exciting journey to grow from powering $1B to $10B in travel experiences per year.

We believe that every trip, when done right, can be a force for good - and we're building the engine to make more of that possible. WeTravel is the Operating System for multi-day travel. From the first inquiry to the final manifest, operators run their entire business in one place.

How We Work

Our Payment Operations team is a fully remote team spanning multiple timezones, which means clear communication and documentation matter as much as the work itself. You won't be sitting next to your teammates, so being a strong communicator and a proactive collaborator is key.

Day to day, you'll be reviewing payment transactions, identifying risk, and working directly with customers and internal teams (Finance, Risk, Compliance, Product) to resolve issues. A lot of our workflows are still manual today, so this role is hands-on at first-but we're actively looking for someone who can help us streamline and automate as we grow. Expect shifting priorities, some ambiguity, and the occasional weekend shift as part of team coverage.

Why You Should (or Shouldn't) Apply

You should apply if you:

• Have 2-4 years of experience in an analytical, support, or operations role with a customer-facing component-including handling sensitive or complex issues over email, phone, or video
• Are fluent in English with excellent written and verbal communication
• Are fluent in Spanish, with at least a B2 level of written and spoken proficiency.
• Are comfortable with ambiguity and taking on responsibilities beyond a narrowly defined job scope
• Have strong analytical and problem-solving skills, with the ability to assess risk and make sound judgment calls
• Are open to occasional weekend hours to support team coverage
• Have some familiarity with payment operations-things like refunds, disputes, KYC, or reconciliations
• Enjoy working cross-functionally and contributing to process improvements
• (Bonus) Have experience with payment providers like Stripe, Airwallex, or Adyen

You might not be the right fit if you:

• Prefer a highly structured role with a fixed, narrow scope
• Find manual, detail-heavy work draining rather than something you can push through while improving it
• Are uncomfortable with direct customer communication, especially on sensitive payment issues
• Need close, in-person collaboration to do your best work
• Struggle with shifting priorities or ambiguity

On a Weekly Basis, You Will Find Yourself

• Reviewing incoming and outgoing payments to identify and prevent fraudulent or suspicious activity
• Monitoring transaction activity across platforms like Stripe and Airwallex to spot unusual patterns or anomalies
• Investigating and documenting fraud or suspicious card and bank activity, escalating to Risk and Compliance as needed
• Resolving payment and operational issues directly with customers via email, phone, or video calls
• Partnering with Finance, Risk, Compliance, Product, and Legal teams on complex cases and daily operations
• Contributing to ad-hoc operational projects as priorities shift and the business evolves
• Identifying opportunities to improve and streamline manual workflows

Benefits

• Full-time - Fixed Term Contract (as International Contractor).
• 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.
• Although this is a remote role, employees are hired into a designated country of employment. Our Work From Anywhere perk provides eligible employees with up to four weeks per calendar year to work temporarily from another approved location.
• 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.

Please Note

• As a member of our international team, you'll work full-time under a B2B contractor agreement, with monthly payments in USD.
• For this role, we can only consider candidates who have the full legal right to work in the country (citizenship or residency) this job is advertised for. Unfortunately, WeTravel is not able to offer visa sponsorship or relocation assistance at this time.

Equal Opportunities

WeTravel is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applicants from all backgrounds, experiences, and perspectives. If you're excited about this opportunity and believe you're a good fit, we encourage you to apply and join us in transforming the travel industry!