Payment Operations Analyst

About FareHarbor

At FareHarbor, our mission is to make experiences better for everyone. Founded in 2013 in Hawaii and acquired by Booking Holdings in 2018, FareHarbor creates powerful tools that enable our clients (think boat rentals, museums, food tours, events and more!) to operate and grow.

With over 20,000 clients across 90+ countries—we’re the largest in our industry and shaping the future of travel, together.

Our team is an ‘Ohana of 700+ people around the world. We’re passionate about pioneering an industry, embracing challenges with open arms, and delivering value to the experiences industry.

FareHarbor Core Values:

• Think Client First
• We Are One ‘Ohana
• Be Curious and Learn
• Own It.
• Act With Integrity
• Embrace the Challenge

Why FareHarbor?

Founding FareHarbor required unwavering passion. Turning a start-up into the world’s leading and largest reservation software for tours, activities, and attractions required relentless dedication and vision. To date, we’ve helped over 20,000 global businesses operate successfully and are proud to have played a role in enabling business owners to live their dreams.

And since day one, we’ve known that our real success lies in our people—the Ohana.

With each new feature launched and new client onboarded, there is a team of incredible people behind the scenes who are full of dedication, passion, energy, and the will to succeed. We encourage everyone to bring their whole selves to  work—to  believe in their abilities, to freely express their creativity, and to contribute with their own uniqueness by wearing their true colors. We take care of one another and always prioritize health and wellbeing. We give our people the space and trust to learn, to try, to succeed, to collaborate, to think outside of the box, to make mistakes, and even to fail. And then we come together to try again.

From the minute you join, you have a voice. You find your space. You make an impact. We celebrate our victories, shout our successes, and are always eager to tackle new challenges. And we can’t wait to see all that’s to come.

About the Role

The FareHarbor Payment Operations Team is looking for a forward-thinking, hard-working and detail-oriented person with a positive attitude. The Payment Operations Analyst will serve as the payments subject matter expert both internally and externally. By serving as a liaison among internal teams, clients and our payment service providers, you will work to ensure payments are processed correctly, assist throughout the Dispute Process, and consistently use your critical thinking and problem solving skills to solve a wide variety of payment-related issues. You will work closely with the other members of the Payment Operations Team and will continuously learn and improve processes and best practices to ensure FareHarbor’s success.This role will report to our Manager of Payments Operations.

What you’ll do here:

• Maintain expert FareHarbor disputes/chargebacks knowledge: Create and submit Dispute Evidence Packets, keep track of new and resolved disputes, liaise clients through the Dispute Process
• Solve a wide variety of payment-related escalations
• Ensure that clients are successfully verified with our payment service providers and their payments are processed correctly
• Be a representative for the Payments Team for clients, internal team members, and external partners
• Work closely with the product team to resolve systemic issues related to payments
• Various other operational tasks related to Payment Operations at FareHarbor (including projects related to implementing new payment methods, monetization initiatives, currencies, fraud prevention)
• Help develop, improve, and implement processes and standard operating procedures related to Payment Operations

Requirements:

• Attention to detail, utilizing great problem solving and critical thinking skills
• Experience and proficiency in Google Sheets and Airtable
• Genuinely committed to delivering best in class customer/technical support
• Ability to work closely and effectively with others
• Self-starter who can manage daily workload independently
• An excellent verbal and written communicator
• An interest in payments and payment solutions

Bonus Points: 

• Experience in banking, accounting or currency conversions
• Ability to speak multiple languages
• Experience with Artificial Intelligence or Chat GPT

Benefits 

• Medical, dental + vision coverage
• 26 vacation days, 10 sick days & 12 paid holidays per year
• Global leave benefit 
  • 22 weeks paid parental leave 
  • 2 weeks paid grandparent leave 
  • Extended care and bereavement leave
  • Life insurance policy
• 401k + employer matching
• Social hours & events and team-building 
• Educational Opportunities
• Wellness benefits (Headspace subscription & wellness webinars)   
• Work-from-home assistance
• Hybrid friendly
• Paid volunteer hours

Salary Range: $47,600-$71,400, plus 10% bonus potential 

Application Deadline: April 16th, 2025

FareHarbor is committed to creating a diverse environment, and we are an equal opportunity employer. We do not discriminate on the basis of race, color, religion, gender, gender identity, sexual orientation, national origin, disability, age, or veteran status. We welcome talent that can offer us new insights and perspectives on challenges that we face, and we take measures to eliminate unconscious bias throughout the interview and hiring process. In tandem, we work to cultivate an inclusive culture in which all of our employees can be their authentic selves.

To learn more about how we use your information, see our Privacy Statement for Applicants. By submitting your application, you confirm that you understand and agree that your information will be processed in accordance with our Privacy Statement for Applicants.

Any offer of work (e.g. employment, assignment) will be subjected to the successful completion of pre-employment screening.