Job Description
About Poshmark
Poshmark is the leading fashion marketplace where style comes alive through discovery, self-expression, and human connection. Powered by a vibrant community of 165 million members, Poshmark brings real people and taste to shopping through a social experience shaped by shared discovery. Buying and selling fashion feels simple, joyful, and personal, while every item tells its own story. Poshmark empowers sellers to grow meaningful businesses, keeps fashion in circulation longer, and gives shoppers access to unique and trusted finds, from everyday pieces to one-of-a-kind vintage and luxury.
Do you love problem-solving and helping others? We are looking for a driven and detail-orientated Payments Analyst to join our Payment Operations team. In this role, you will own the end-to-end health of our pay-in and pay-out ecosystems — resolving customer escalations, monitoring system performance, and partnering cross-functionally to build scalable, fraud-resilient payment workflows. Beyond day-to-day operations, you will play an active role in evolving our reduction of customer recontacts and driving measurable efficiency gains. This is an exciting opportunity suited for a motivated individual eager to deepen their expertise in fintech payments.
KEY RESPONSIBILITIES
PayIn Operations
Monitor and manage end-to-end payIn flows including card payments, digital wallets (Apple Pay, Google Pay), BNPL, and ACH/bank transfers.
Investigate and resolve failed, declined, or disputed transactions by coordinating with payment processors, card networks, and issuing banks.
Perform root-cause analysis on authorization declines and work with internal and external stakeholders to optimize acceptance rates.
Payout Operations
Process and reconcile outbound payouts including seller remittances, refunds, and disbursements across ACH, wire, and digital wallet rails.
Investigate delayed, failed, or returned payout transactions and coordinate resolution with financial institution partners.
Manage payout queue health, flag anomalies, and ensure SLA adherence for all payout types.
Support users escalated edge cases requiring manual review and account-level action.
Systems Monitoring & Operational Excellence
Monitor real-time health for payment processing systems and act as first responder for system-wide disruptions or processing failures.
Use back-office tools to execute account-level actions, order adjustments, and manual overrides with precision.
Contribute to SOP creation, process documentation, and training materials as the team scales.
Cross-Functional Collaboration & Customer Support
Serve as the subject matter expert for payments-related escalations from customer support, operations, and business teams.
Provide high-quality resolution for complex customer payment issues while meeting defined ticket resolution and targets.
Work directly with banking partners and payment processors to manage day-to-day operational issues and relationship health.
PERFORMANCE MILESTONES
Within 6 Months
Develop thorough familiarity with payment policies, support workflows, and operational procedures for both payins and payouts.
Independently handle customer payment escalations with minimal supervisory involvement.
Confidently use back-office tools to execute account-level actions and investigate transaction histories.
Proactively communicate identified payment trends, anomalies, or risk patterns with the team.
Understand the end-to-end payment ecosystem, including processor integrations, banking rails, and reconciliation flows.
Within 12+ Months
Exceed all 6-month benchmarks and take on mentorship responsibilities for newer team members.
Lead or contribute meaningfully to at least two process improvement or automation initiatives.
Act as a subject matter expert on one or more payment products (e.g. chargebacks, ACH payouts, digital wallets).
Manage ongoing process improvements/ideas with moderate complexity and deliver results with measurable operational impact.
Represent Payment Operations in cross-functional forums including risk reviews and discussions
REQUIREMENTS
Experience & Education
1–3 years of experience in payment operations, fintech, banking, or a related financial services role. Freshers with strong analytical aptitude are encouraged to apply.
Hands-on exposure to payment systems such as Adyen, Braintree, PayPal, or equivalent processors is a strong advantage.
Familiarity with payment rails (ACH, SEPA, SWIFT, card networks) and payout mechanisms preferred.
Experience using customer support or ticketing platforms (Zendesk, Salesforce, Freshdesk) is beneficial.
Skills & Competencies
Exceptional attention to detail with a structured, analytical approach to problem solving.
Strong customer-first mindset with the ability to communicate complex payment issues to non-technical stakeholders.
Excellent verbal and written communication skills; comfortable drafting escalation summaries and partner communications.
Data-literate — comfortable working with spreadsheets, running basic queries, or interpreting dashboard metrics.
Highly organized with the ability to juggle multiple open cases, projects, and priorities simultaneously.
Collaborative team player who actively contributes to a positive, high-performance team culture.
Self-starter with a strong work ethic and a drive to take initiative beyond the immediate scope of the role.
Nice to Have
Knowledge of fraud detection tools, chargeback management platforms, or reconciliation software.
Experience working in a high-growth startup or marketplace environment.
Basic SQL or data querying skills for independent transaction-level investigation.