Remote Senior Spend & Payment Operations Analyst

Ottimate; Región Centro; Hybrid; MXN 350,000 - 520,000; Full time

Job summary

Ottimate seeks a Spend Payment Operations Analyst to lead inquiries from clients on card declines, reimbursements, and ERP export issues. You will work with Product and Engineering to diagnose root causes and fix systemic problems, using internal tools and processor portals.

You will investigate complex issues, build playbooks and SOPs, and leverage AI tools to streamline workflows while ensuring accuracy by cross-checking source data. Strong communication is essential.

Qualifications

• 3+ years in payment operations, fintech support, or card program management.
• Deep knowledge of card issuing, interchange, ACH rules, and end-to-end expense reconciliation.
• Advanced ability to investigate raw logs, payloads, and transactions before escalation.
• Working knowledge of GL mapping and accounting flows in enterprise systems.
• Analytical mindset with the ability to navigate undocumented edge cases.
• Experience using AI tools to parse data and speed troubleshooting with verification against source data.
• Clear, concise communication when explaining payment errors to clients and engineering.

Responsibilities

• Resolve complex card declines, reimbursements, location mapping, and ERP export tickets via Freshdesk, email, and calls.
• Trace failed transactions using internal tools and processor portals; guide clients on resolution steps (ACH allowlists, limits).
• Conduct initial platform bug investigations and prepare structured Jira tickets with reproduction steps.
• Create clean SOPs/Notion docs; develop playbooks for edge cases and scalable processes.
• Identify repetitive tasks and build AI-assisted workflows to reduce manual effort.

Skills

Payment mechanics

Technical troubleshooting

Analytics & problem solving

ERP & accounting integration

AI & workflow automation

Communication

Documentation & SOPs

Tools

SQL

API tools

Periscope

Freshdesk

Jira

Job description

Ottimate seeks a Spend Payment Operations Analyst to lead inquiries from clients on card declines, reimbursements, and ERP export issues. You will work with Product and Engineering to diagnose root causes and fix systemic problems, using internal tools and processor portals.

You will investigate complex issues, build playbooks and SOPs, and leverage AI tools to streamline workflows while ensuring accuracy by cross-checking source data. Strong communication is essential.