About the role: Indiegogo is a global platform for entrepreneurs to bring their ideas to life. Indiegogo’s Payments Analyst will help make Indiegogo the most secure way to raise funds online. The Payments Analyst plays an essential role in both day to day operations, as well as the growth of the team. 

About you: You love to find patterns in a sea of information and excel at creating order out of chaos. You are passionate about keeping bad users out and identifying payments issues that others may not. You work well in time-sensitive settings and in the face of unfamiliar situations.

As a Payments Analyst you will be responsible for working with payment processors and banks, handling escalated issues, supporting Indiegogo’s users, and working cross-functionally across the company to solve payments issues and educate teams.

YOU WILL:

• Effectively use available tools, both on our platform and our payment partners' platforms, to troubleshoot questions, such as: investigating missing funds, unknown transactions, and failed contributions 
• Work with our bank to handle rejected funds cases, as well as escalated issues such as traces, amendments, and recalls 
• Analyze major customer pain points and contact drivers and develop strategies to eliminate (via product) or streamline (via educational efforts) 
• Review high-risk transactions and help reduce loss due to chargebacks and payments escalations 
• Communicate with campaign owners and contributors to assist with payments issues and mitigate potential risk 
• Contribute to ongoing evolution of Indiegogo’s risk management policies & procedures 
• Provide ongoing product feedback to improve quality and efficiency of Indiegogo’s payments and fraud management system 

You Have:

• BS or BA from a top university 
• 1-2 years of payments and customer support experience 
• Experience with Zendesk, Stripe, payment processors 
• Strong problem solving, analytical and pattern recognition abilities 
• Excellent information gathering and research skills, including data analysis 
• Proficiency in analytical and technical tools, such as Excel, Looker, and/or Tableau 
• Strong communication and interpersonal skills and the ability to communicate effectively with vendors and other external parties 

WE OFFER:

• Competitive salaries with equity
• Comprehensive medical, vision, and dental for you and yours
• A dog friendly office
• Regular fun events
• A supportive, open environment that embraces and cultivates empowerment, fearlessness, authenticity, and collaboration

BONUS POINTS:

• E-commerce experience, or experience in a two-sided marketplace 
• SQL skills

WHY INDIEGOGO?

Indiegogo is the place to discover clever and unique innovations in tech and design before they go mainstream. With thousands of projects launching every week, there’s ingenious tech, creative design, and much more around every corner.

Our customers are passionate about funding passionate people ⁠— and so are we. We are a group of committed, results-driven team players who are lucky enough to be able to call “helping people achieve their dreams” our everyday jobs. When people unite around a common goal, anything is possible.

Indiegogo is an equal opportunity employer and complies with the San Francisco FCO