Operations Lead (Payments)

Location: Remote, Global; remote work is also available from the hirify.global office in Kyiv or coworking spaces in Lviv and Warsaw.

Company

hirify.global is a holding tech company that creates, develops, and invests in digital businesses with global potential, collaborating with more than 800 specialists.

What you will do

• Analyze payment funnels, payment losses, approval rates, decline causes, and opportunities to increase revenue.
• Develop payment infrastructure by managing PSPs, onboarding providers, and optimizing routing and cascading.
• Monitor payment, compliance, chargeback, refund, and fraud metrics; implement improvements to reduce losses.
• Optimize unit economics, retention mechanics, subscription lifecycle experiences, and customer churn.
• Develop Customer Operations, improve customer experience, and grow positive Trustpilot reviews.
• Identify operational problems, build improvement plans, implement solutions, automate processes, and evaluate business impact in collaboration with providers and internal teams.

Requirements

• Hands-on experience in Payments or Operations for B2C subscription products.
• Deep understanding of payment infrastructure and payment flow mechanics, including PSPs, routing, cascading, decline codes, 3DS, and recurring billing.
• Experience optimizing payment processes and improving payment success rates.
• Understanding of chargeback management, refunds, fraud prevention, and payment-system compliance requirements.
• Strong analytical skills and understanding of LTV, retention, churn, and subscription business metrics.
• Documented cases of improving payment metrics with measurable results, including changes made, metric impact, and additional revenue generated or retained.
• Ability to independently analyze problems, find solutions, implement them, and prioritize work by impact on revenue and profitability.
• Independent, proactive ownership of initiatives through completion, with open and constructive communication and early risk escalation.

Nice to have

• Experience with Customer Operations, retention mechanics, and customer journey optimization.
• Experience managing product reputation and review platforms, including Trustpilot.
• Experience automating operational processes, including with AI tools.
• Experience with payment systems in Tier-1 markets.
• Experience coordinating a Support team or individual operational areas.

Culture & Benefits

• Build a product from the ground up with freedom to make key decisions and take action.
• Flexible schedule and the ability to work remotely or from designated offices and coworking spaces.
• 28 working days of annual vacation, up to 30 days of sick leave, and public holidays.
• Ability to move a working day to a weekend or vice versa when needed.
• Medical insurance, a Mental Health program, and compensation for psychological support sessions.
• Internal and external learning opportunities, team-building activities, milestone gifts, and socially impactful initiatives.

Hiring process

• Pre-screen, interview, final interview, reference check, and job offer.