PayOps Analyst

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.