We are looking for an Operations Specialist to support second-line operations for cTrader Store. The role includes handling refunds, payouts, KYC checks, content validation, and reviewing escalated cases from the support team. No direct communication with sellers.

Responsibilities

• Review and approve/decline refund requests and payouts escalated by L1 support.
• Process refunds and payments through payment providers and maintain accurate records.
• Handle payment provider inquiries (chargebacks, disputes, evidence requests).
• Perform user identity verification (KYC) and identify suspicious activity.
• Validate user-submitted content (products, updates, descriptions) to ensure compliance with Store policies.
• Review and verify referral rewards; investigate suspicious referral activity.
• Maintain and improve internal processes, documentation, and escalation workflows.
• Collaborate with support and product teams to ensure smooth operational flow.
• Prepare basic reports on refunds, KYC, disputes, content reviews, and referral operations. 

Requirements

• 2+ years of experience in operations, payments, KYC, marketplace operations, or similar roles.
• Understanding of digital payments, disputes, and refund workflows.
• Experience with KYC document checks.
• Strong analytical skills, attention to detail, and ability to make consistent decisions.
• Good written English; ability to work independently and follow guidelines.