Why this role exists:

This role exists to ensure the uninterrupted, secure flow of transactional operations across our global networks. You’ll help us protect revenue and maintain platform integrity by owning the end-to-end resolution of payment anomalies, mitigating fraud risks, and optimizing partner communications.

What you’ll drive:

Incident Response & Transaction Engineering

• Own the end-to-end investigation and resolution of multi-step payment anomalies and transaction-related issues.
• Ship rapid, accurate solutions for escalated operational bottlenecks to minimize processing downtime.
• Monitor real-time alerts and track incoming system anomalies utilizing tools like Grafana.
• Analyze transaction logs within PSP backoffices to diagnose root causes of processing failures.

Risk Mitigation & Compliance

• Execute daily anti-fraud and financial fraud operational workflows to protect platform liquidity.
• Enforce strict adherence to company procedures and international payment regulatory standards.
• Escalate highly sensitive, complex systemic issues to the supervisor or cross-functional security teams when guardrails are breached.

Partner & Stakeholder Architecture

• Partner with internal product engineering teams and external payment service providers (PSPs) to unblock processing pipelines.
• Communicate technical issues clearly and professionally to external partners, ensuring rapid SLA compliance.
• Notify affected internal teams and clients immediately regarding critical service disruptions or localized processing degradations.

Operational Evolution

• Identify recurring transactional friction points and transform those insights into actionable workflow improvements.
• Optimize customer support workflows by pinpointing systemic sources of user payment friction.
• Measure your personal and team output against monthly operational efficiency and accuracy targets.

What makes you a GR8 fit:

Must-have

• 1+ years of experience in Customer Support, Payments Operations, or a similarly fast-paced operational environment, experience in the iGaming industry is a plus.
• Solid operational understanding of the online payments ecosystem, including processing flows and industry standards.
• Ability to work rotating shifts, including night shifts.
• Hands-on experience navigating monitoring setups (Grafana) and managing incidents via ticketing ecosystems (Jira).
• Technical proficiency in using PSP back-offices for log analysis alongside a solid grasp of Microsoft Excel for data parsing.
• Professional English proficiency (Intermediate/Upper-Intermediate) and proficiency in Ukrainian or Russian languages.
• Proven multitasking execution, with a track record of prioritizing high-volume data queues under strict SLA deadlines.

Nice-to-have

• Experience working directly with diverse regional payment regulations across multiple geographies.
• Proven autonomy in managing isolated operational tasks from start to finish without constant oversight.
• Background in analyzing complex, multi-step fraud patterns.