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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 will own the operational health of Mews’ card payment flows, keeping merchants paid accurately and on time as transaction volumes grow. The role exists to catch failures early, resolve incidents properly and turn recurring issues into better controls, reporting and ways of working. With Mews operating across multiple markets and working closely with global payment providers, the scope is broad and the decisions have a direct effect on merchants.
You will sit between our merchants, internal FinTech teams and payment service providers such as Stripe and Adyen. Alongside running daily operations, you will take ownership of PayOps metrics and help the function mature through clearer accountability, stronger runbooks and smarter use of data and AI.
Card payment operations become more complex as markets, providers and transaction volumes grow. We need someone who understands the full transaction lifecycle, knows where failures tend to occur and can design fixes that hold up as volume increases.
What you would do
- Monitor payout timeliness, authorisation rates, SLA breaches, dispute prevention readiness and fee accuracy across Stripe, Adyen and other providers.
- Own incidents from triage to closure in Jira Service Management, with clear accountability, communication and SLA tracking throughout.
- Investigate recurring failures across pay-in and pay-out flows, validate data quality and distinguish provider or system issues from API and reporting delays.
- Turn root cause analysis into lasting improvements to controls, processes, dashboards and operating playbooks.
- Own weekly KPI reporting and monthly provider performance summaries, giving the PayOps Manager a clear view of trends, risks and priorities.
- Coordinate with Customer Support, Product, FinTech R&D, FinCrime and external providers to resolve escalations.
- Support operational readiness for provider onboarding, new markets and feature launches.
- Maintain the runbook library, track provider SLA performance and raise recurring incidents through the Operational Risk Register.
- Draft first-line merchant communications during outages and incidents for approval by the PayOps Manager.
- Use AI to surface anomalies sooner, reduce manual administration and create repeatable workflows the wider team can use and check.
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What you would bring
- Experience in payment operations, ideally within a vertical software platform with embedded payments or a global card acquirer.
- Strong knowledge of card acquiring and the full transaction lifecycle, including authorisation, processing, settlement, payout, chargebacks and failure points.
- Experience with card-heavy pay-in and pay-out flows across more than one market. The relevance and depth of your experience matter more than a fixed number of years.
- Sound judgement during incidents, with the ability to diagnose root causes, prioritise action and design fixes that remain effective as volume grows.
- Confidence owning operational KPIs and using data to identify patterns, risks and areas for improvement.
- Clear communication with internal teams, merchants and external providers.
- Practical AI fluency. You have redesigned parts of your own or your team’s workflow using AI, created approaches others can follow and checked AI-assisted work carefully.
Nice to have
- Direct experience with Stripe, Adyen, Airwallex or another global provider.
- Familiarity with Jira, Confluence, Slack, Power BI or Databricks.
- Experience across adjacent areas such as disputes, financial crime, fraud or transaction monitoring.
- Experience in regulated financial services.
Pay Transparency at Mews
Salary
- Spain: €53.500—€70.000 EUR
- Czechia: 1 008 000 Kč—1 320 000 Kč CZK
- UK: £59,000—£79,000 GBP
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.
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
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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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