Process Analyst

Paysafe Limited (“Paysafe”) (NYSE: PSFE) (PSFE.WS) is a leading payments platform with an extensive track record of serving merchants and consumers in the global entertainment sectors. Its core purpose is to enable businesses and consumers to connect and transact seamlessly through industry-leading capabilities in payment processing, digital wallet, and online cash solutions. With over 25 years of online payment experience, an annualized transactional volume of $140 billion in 2023, and approximately 3,200 employees located in 12+ countries, Paysafe connects businesses and consumers across 260 payment types in over 40 currencies around the world. Delivered through an integrated platform, Paysafe solutions are geared toward mobile-initiated transactions, real-time analytics and the convergence between brick-and-mortar and online payments. 

Further information is available at www.paysafe.com. 

What you will do: 

• Process documentation: Create documentation of current business processes within Operations, including process maps and visual workflows, detailed playbooks and guidelines for client-facing teams. Maintain and update internal knowledge base on an ongoing basis and customize content for different target audiences. Proactively gather, fact-check and analyze data from various sources including but not limited to product release, product and project managers, customer contacts & call transcripts, support agents & SME interviews, external resources (complaints, forums; public databases; partner database
• Customer Feedback: Gather and analyze customer & service rep feedback to inform process, product and system improvements
• Performance & Root Cause Analysis: Proactively analyze trends and root cause of inefficiencies, departmental KPIs, customer contacts and pain points, contact channel usage, internal knowledge base usage, and other data, to determine the need of process improvements
• Process Redesign & Continuous Improvement: Collect & analyze data to identify needs for process improvement or redesign, to continuously improve efficiency and effectiveness
• Business Casing and Cost Analysis: Conduct cost-benefit analysis to evaluate the financial impact of process/product changes
• Stakeholder Engagement: Liaise with Product and other stakeholders to ensure constant feedback loop and effective cross-functional collaboration
• Operations Readiness: Monitor product changes and updates constantly and reflect those in the internal knowledge bases/real-time newsfeed channels/monthly newsletter. Represent Operations in projects and initiative that impact customers, merchants and/or client-facing staff (agents); Prepare technical and business requirements on behalf of Operations team and facilitate their implementation
• Change Management: Liaise with Service Governance to facilitate change management activities, ensure smooth transition and full adoption across internal and external Operations teams
• Software Utilization: Utilize process analysis and other tools (Miro, Figma, JIRA, Power BI, Salesforce, Tableau, etc.) to support improvement initiatives. Leverage existing Cognitive/RPA/CRM/Voice automation capabilities to increase efficiency and reduce operational costs
• Service Design: Work closely with the Management team to define and implement standard operating procedures for new lines of business, including performance and KPI tracking

To be successful you need to have: 

• Bachelor’s degree  
• 2+ years of experience in a similar position 
• Strong analytical, problem-solving, and documentation skills 
• Ability to analyze, interpret and visualize data
• Strong work ethics and high level of proactiveness
• Ability to take initiative and work independently
• Excellent verbal and written communication skills
• Fluency in English

We offer in return: 

• The opportunity to write the history of a leading and growing multinational company   
• Tailor-made training and ongoing development to help you enhance your skills in the field of online payments   
• Multiple career progression opportunities in a dynamic in-house business   
• Environment where product expertise, professional and personal commitment are rewarded  
• Competitive remuneration and social benefits package (25 days annual paid leave, 4 days paid volunteering time a year through our Paysafe Giving initiative, health insurance, sports card, team events, company discounts, variety of soft skills, business and technical training programs)   
• Fun and collaborative working atmosphere  
• Flexible working model - we encourage our employees to embrace our flexible working approach. You will be expected to work from home and spend an average of three days a week at our Sofia office as part of our hybrid work model 

Are you ready to take your career to the next level? Join our team that is inspired by a unified vision and propelled by passion. 

Send your CV in English. 

Only shortlisted candidates will be contacted for an interview. 

Wondering how our interview process looks like now? Learn more here: https://bit.ly/paysafeinterviews 

Equal Employment Opportunity 

Paysafe provides equal employment opportunities to all employees, and applicants for employment, and prohibits discrimination of any type with regard to ethnicity, religion, age, sex, national origin, disability status, sexual orientation, gender identity or expression, or any other protected characteristics. This policy applies to all terms and conditions of recruitment and employment.  If you need any reasonable adjustments please let us know.  We will be happy to help and look forward to hearing from you.