Payments Operations Analyst

About DEUNA 🧡

DEUNA is a rapidly growing startup revolutionizing global commerce with ATHIA, our AI-powered orchestration and payments platform that helps large enterprises boost approval rates, reduce costs, and unlock new revenue. Built by the team behind DEUNA—the fastest-growing Commerce OS in Latin America—ATHIA combines payment intelligence, checkout optimization, and data orchestration in one powerful solution.

With deep integrations across 300+ PSPs and alternative payment methods, and over 20% of Mexico’s digital economy running through our platform, we simplify global payments through a single integration and centralized reconciliation.

We are a rapidly growing startup expanding into the U.S. to meet the urgent needs of large retailers, marketplaces, airlines, and QSRs. Join us to shape the future of payments! 🚀

Visit https://www.deuna.com/ to learn more about us!

We are looking for a detail-oriented and analytical Payments Operations Analyst to join our team. This role will be responsible for monitoring, managing, and resolving payment-related incidents to ensure operational continuity and an excellent payment experience for our customers and partners.

The ideal candidate will act as a key coordination point between Operations, Product, Engineering, Support, and external payment partners, driving incident resolution, operational visibility, and continuous process improvement across the payments ecosystem.

Key Responsibilities

Monitor and manage payment-related incidents involving PSPs, APMs, reconciliations, declines, transaction failures, and operational disruptions.

Lead the incident triage process, ensuring proper categorization, prioritization, severity assessment, and assignment.

Own and track incidents end-to-end until resolution, ensuring timely follow-up and clear communication.

Coordinate cross-functionally with Engineering, Product, Support, Risk, and Operations teams to investigate and resolve issues.

Identify recurring trends, root causes, and operational gaps, proposing actionable improvements.

Document incident findings, workflows, troubleshooting steps, and recurring solutions.

Maintain clear and proactive communication with internal stakeholders regarding incident status, impact, and resolution timelines.

Support operational prioritization based on business impact and customer experience.

Participate in continuous improvement initiatives focused on operational efficiency, incident management, and payment performance.

Help define and improve operational processes, monitoring practices, and reporting standards.

2+ years of experience in Operations, Support, Incident Management, or similar roles, preferably within fintech, payments, or financial services.

Advanced English proficiency required (minimum B2–C1 level).

Basic understanding of payment flows, including authorizations, captures, settlements, declines, and reconciliations.

Strong analytical and problem-solving skills with the ability to identify root causes.

Experience using tools such as Jira, Slack, Zendesk, or similar operational platforms.

Ability to manage multiple priorities in a fast-paced environment.

Strong organizational skills and attention to detail.

Excellent written and verbal communication skills.

Comfortable working cross-functionally with technical and non-technical teams.