Payment Operations Specialist

Our Mission and OpportunityEarly 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 TeamWe 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 Specialist 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

• 3+ years experience in a customer-facing role
• 1+ year of experience in fraud prevention, detection, and investigation
• 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.