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Payment Operations Specialist

Cork, Ireland

Payment Operations Specialist

Full-time | Cork | Ireland

THE CHALLENGE

Eventbrite is an industry-leading self-service event platform that processed over $2.5 billion in ticket sales last year. The overwhelming majority of transactions flow through the system without any issues on-time every-time but there are exceptions. The Payment Operations team is responsible for the daily operational support for payments, as well as partnering with our product and engineering team to identify and resolve problems.


THE TEAM

The Payment Operations team is a small group of operations specialists based in Nashville who are responsible for supporting all aspects of Eventbrite’s payment products. We partner with numerous teams across the company to build the tools, policies and infrastructure to support Eventbrite’s financial transactions, as well as ensure a positive outcome when payment issues do arise.


THE ROLE

As a Payment Operations Specialist, you’re responsible for resolving complex payment issues as well as handling the most critical daily payment processes. You will also monitor a set of queues for problems with transactions, refunds, invoices, payouts or anything else payments related. You’ll be on the front lines of the proactive work we do by monitoring for potential issues, and you’ll work hand in hand with the Finance, Risk, Trust & Safety, and Sales team to take action on high priority issues. You will also be encouraged to brainstorm ways in which the team can more effectively and proactively prevent payment related issues and make processes more efficient. You will master Eventbrite’s many payments features and products, and maximise the toolset in order to ensure buyers can easily pay for their tickets, that payments are issued correctly, and on time while also providing guidance for many of our internal teams. 

YOU WILL

  • Become an expert on Eventbrite's payment products, tools, features and processes -- including knowledge about limitations and best practices
  • Ensure organisers get paid on time, every time
  • Own and provide support for escalated payment issues globally (~180 countries as of 2017)
  • Provide instruction and guidance about payment features/processes to existing customers as well as other internal teams
  • Partner with Product, Finance, and Sales to identify opportunities to improve policies, processes, or user experience
  • Assist in reconciling complex payment calculations for clients or our internal teams
  • Analyse payment data using Excel, SQL and other analytical tools (note: SQL skills are not required to apply for this role)
  • Partner with engineering to resolve complex bugs including any associated cleanup efforts. Resolve complex issues related to client payments 
  • Educate and cultivate internal knowledge related to all things payments.

THE SKILL SET

  • Experience in an operations or customer support role
  • Fluency in Spanish
  • A love of task-based, operational work and a passion for customer experience, specifically in relation to payment issues
  • Ability to identify pain points in daily operations and advocate for change
  • Patience, empathy and the ability to stay level-headed in high-stress situations
  • Strong analytical and communication skills
  • Ability to manage ambiguity, embrace experimentation and change, and build consensus when working with a group
  • Technical aptitude and the ability to pick up new skills quickly
  • BA or BS Degree or higher

ABOUT EVENTBRITE

Eventbrite is the world’s largest ticketing and event technology platform, powering millions of live experiences around the globe. We build technology that allows anyone to create, share, find and attend events of all kinds. Music festivals, marathons, conferences, hackathons, political rallies, fundraisers, gaming competitions— you name it, we power it.


Is this role not an exact fit? Sign up to keep in touch and we’ll let you know when we have new positions in our team.  


Eventbrite is committed to equality of opportunity for all staff, and applications from all suitably qualified individuals are encouraged, regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.


Please read our Applicant Privacy Notice to understand how we process your personal information when you apply for a job with us

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About our Cork Office

Eventbrite's Cork office is a listed, 19th century building that used to be home to a national bank. The high ceilings and huge windows create light and space for the busy, growing team and, at every turn, there is something to discover - from the office library to the real-life vault in the basement!

Having started out as a customer services base, the Cork office is now home to a host of different teams and has a distinct energy as Britelings across different functions collaborate and support each other. The kitchen is full of tasty snacks and you can grab lunch in the break-out area which features a specially commissioned piece of art by a local Cork artist.

Yoga classes on the top floor, a herb garden in the kitchen and meeting rooms named after local landmarks add to the culture of the office - one of pride, growth and fun!

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