Job details

Payment Operations Analyst

Our Mission and Opportunity

Early education is one of the greatest determinants of childhood outcomes, is a must for working families, and has a lasting social and economic impact. Brightwheel’s vision is to enable high quality early education for every child — by giving teachers meaningfully more time with students each day, engaging parents in the development of their kids, and supporting the small businesses that make up the backbone of the $175 billion early education market. Brightwheel is the most loved technology brand in early education globally, trusted by thousands of educators and millions of families.

Our Team

We are a fully remote team with employees across every time zone in the US. Our team is passionate, talented, and customer-focused. Our exceptional investor group includes Addition, Bessemer Venture Partners, Chan Zuckerberg Initiative, GGV Capital, Lowercase Capital, Emerson Collective, and Mark Cuban.

We believe that everyone—from our employees to the students, teachers, and administrators we serve— should be given the opportunity to learn and thrive, whatever their background may be. We celebrate diversity in all forms because it allows our team and the communities we serve to reach their full potential and do their best work. From decision making, to how we operate, we ground ourselves in our Leadership Principles every day.

Who You Are

brightwheel is seeking an experienced Payment Operations Analyst to join our dynamic Payment Operations team. As our payments business expands rapidly, this team is crucial in safeguarding brightwheel and our customers from fraud while resolving challenging payment issues.

You thrive in high-impact roles and are passionate about fraud detection and risk mitigation. In a fast-paced environment, you excel at process-oriented tasks and have a keen eye for detail. You are energized by reviewing a high volume of new account signups and strive for continuous improvement. You desire to get better every day and possess an unwavering drive to achieve excellence and deliver extraordinary results.

What You'll Do

Conduct KYC Checks: Perform a high volume of Know Your Customer (KYC) checks for customers onboarding to our billing platform (~60-80% of your time, depending on the season).
Resolve Payment Disputes: Manage and resolve payment disputes (chargebacks), screen high-risk and suspicious payments, and investigate complex payment issues (~20% of your time).
Investigate Activity: Identify and resolve complex payment issues and suspicious activities on the billing platform.
Customer Interaction: Engage directly with customers via phone and email to provide world-class service and quick resolutions.
Collaborate Across Teams: Support other functions at brightwheel as needed to enhance our operations.

Qualifications, Skills, & Abilities

1+ years experience in a customer-facing role
1+ year of experience in fraud prevention, detection, and investigation
Preferred: 1+ year of experience in processing and mitigating disputes (chargebacks)
Strong written and verbal communication skills
Extreme attention to detail in all aspects of your work
Proven analytical and problem-solving skills, with the ability to create structure in ambiguous situations, investigate root causes, and propose effective solutions.

$23.08 - $23.08 an hour

For cash compensation, brightwheel sets standard ranges for all roles based on function, level, and geographic location, benchmarked against similar-stage growth companies. Multiple factors determine final offer amounts, including geographic location, candidate experience, and expertise. If you have questions about the compensation band for your region, please ask your recruiter.

brightwheel is committed to internal pay equity and offers a competitive compensation package, including base salary, equity, and benefits. In addition, our benefits package includes premium medical, dental, and vision benefits, generous paid parental leave, a flexible paid time off policy, a monthly wellness and productivity stipend, and a Learning & Development stipend.

Brightwheel is committed to creating a diverse and inclusive work environment and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Brightwheel Glassdoor Company Review

3.8

Brightwheel DE&I Review

4.1

CEO of Brightwheel

Dave Vasen

Approve of CEO

Average salary estimate

$48000 / YEARLY (est.)

min

max

$48000K

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What You Should Know About Payment Operations Analyst, Brightwheel

As a Payment Operations Analyst at Brightwheel, you'll play a vital role in our mission to support early education through effective payment processes. Your primary focus will be ensuring that our customers have a seamless experience while we protect them from fraud and payment disputes. In this fully remote position, which allows you the flexibility to work from home, you'll conduct Know Your Customer (KYC) checks and manage payment disputes with a dedication to detail and excellence. You'll engage with customers directly to provide top-notch service, helping resolve any issues they might have with our billing platform. Brightwheel values continuous improvement, so if you thrive in a fast-paced environment and love the challenge of analyzing transactions to prevent fraud, you will fit right in! We encourage a collaborative atmosphere, working closely with other teams to enhance our operations. Our commitment to diversity and inclusion means your unique background and perspectives will be celebrated here. If you're an analytical thinker with strong communication skills and a desire to make a significant impact in the education sector, we encourage you to apply and join our passionate team at Brightwheel!

Frequently Asked Questions (FAQs) for Payment Operations Analyst Role at Brightwheel

What skills do I need to apply for the Payment Operations Analyst position at Brightwheel?

To apply for the Payment Operations Analyst position at Brightwheel, you should have strong analytical skills, attention to detail, and problem-solving abilities. Experience in fraud prevention or customer service is essential, as well as excellent written and verbal communication skills.