Payment Operations Analyst

ABOUT NEON Neon is a global payments and e-commerce platform designed to help game publishers earn more money and independence from app stores. We believe commerce should be open and transparent: clear decisions, actionable insights, and aligned incentives. Founded by payments, fintech and gaming veterans, Neon focuses on product and partnership excellence: we share the playbook, co-pilot decisions, and abstract away risk and complexity for our customers. We’re replacing old-school, black-box relics with clear, modern, and developer-centric infrastructure. As an early team member, you’ll have the opportunity to shape and scale Neon’s product and culture, making a direct impact on our growth and success. You’ll join a collaborative, diverse team from world-class companies like Apple, Affirm, Unity, and Visa, backed by renowned VC's including Thrive, a16z, Griffin Gaming, Ribbit, and Renegade. If you want to build disruptive technology, challenge the status quo, and help game creators thrive on their own terms, read on. Role Overview Neon is a gaming-focused Merchant of Record platform serving game publishers globally. We process payments across 50+ markets through multiple PSPs simultaneously, operating as the seller of record across card networks, local wallets, A2A rails, and alternative payment methods. This role owns the operational backbone of that system: dispute and chargeback management, fraud operations, compliance monitoring, payment performance tracking, and operational support for Customer Success. The analyst works across payments, risk, fraud, and compliance — supporting the Head of Payments and Risk, Fraud & Compliance Product Leader across all four functions. Scope & Responsibilities Dispute & Chargeback Operations - Own dispute intake, evidence compilation, and resolution across all active payment processors and markets. - Maintain resolution SLAs and win rate targets; identify and escalate systemic patterns to product and risk leads. - Support development of internal dispute tooling as operational infrastructure matures. Fraud Operations - Execute fraud investigations and transaction reviews in partnership with the Risk, Fraud & Compliance Product Leader. - Monitor flagged transactions through screening and decisioning tools; escalate blockers and maintain case records. - Track fraud loss trends across markets and game titles; surface emerging attack patterns before they scale. Payment Performance Monitoring - Track authorization rates, payment success rates, decline codes, and fraud losses across processors and markets. - Own post-launch metric reviews for new payment methods against defined performance thresholds. - Build and maintain operational dashboards; flag anomalies before they become publisher-impacting incidents. Customer Success Support - Serve as the operational point of contact for payment-related customer requests escalated by Customer Success. - Conduct deep dives into publisher payment performance, dispute trends, and fraud exposure — producing structured analysis that CS can use directly in publisher conversations. - Support publishers during payment incidents: root cause investigation, timeline reconstruction, and remediation communication. Process & Tooling - Document operational workflows, maintain process runbooks, and identify automation opportunities. - Partner with the Head of Payments, Risk & Compliance, and engineering to translate operational gaps into product or tooling improvements. Key Success Metrics - Dispute win rate and resolution turnaround time, measured per processor. - Fraud operations quality: false positive rate, detection rate, escalation accuracy. - PSR monitoring coverage: all active payment methods have defined review triggers and are tracked. - Reporting accuracy and on-time delivery. Ideal Profile - 5+ years in payments operations, fraud ops, or fintech risk — ideally at a PSP, Merchant of Record, or digital goods company. - Comfortable operating across multiple payment processors simultaneously; direct experience with global PSPs such as Stripe, Adyen, PayPal, or Razorpay preferred. - Understands dispute and chargeback mechanics at the card network level — Visa/Mastercard rules, not just tool navigation. - Strong analytical capability: can work across dashboards and data tools, build structured reports, and identify signal in noisy transaction data. - Detail-oriented and self-directing — this role operates with significant autonomy across a broad and growing operational surface. - Business-level English proficiency required, written and verbal.