Merchant Ops Partner Success Analyst

Role Overview

• Define and oversee the end-to-end commission payment process, ensuring accuracy and timeliness.
• Validate commission calculations, rebillings, and complex or non-standard financial cases.
• Track and follow up on pending invoices and payments; manage communication with partners on status, reminders, and next steps.
• Resolve non-standard financial incidents in coordination with FinOps and relevant internal teams.
• Maintain an organized tracking system of all commission and billing pending items.
• Actively manage an assigned portfolio of merchant partners, including high-complexity and critical accounts.
• Monitor portfolio health indicators, risks, and opportunities to prevent store closures and operational friction.
• Maintain consistent, structured communication with partners: provide operational education, set clear expectations, and ensure a high-quality partner experience.
• Support partners through critical situations and edge cases with tailored accompaniment.
• Document and standardize operational processes to ensure consistency and scalability.
• Identify operational friction points and rework, proposing and implementing improvement strategies.
• Create playbooks, operational guides, and supporting materials for the team.
• Execute defined operational playbooks for incident resolution and partner rehabilitation.
• Centralize and analyze partner feedback to detect recurring patterns, problems, and opportunities.
• Translate operational needs into actionable inputs for the Product team; track follow-through on implemented improvements.
• Analyze operational data and metrics to generate insights that drive decision-making and improve partner outcomes.
• Identify accounts at risk (payment issues, blocks, bad practices) and proactively escalate and follow up on critical cases.
• Execute partner rehabilitation processes as needed.
• Coordinate with internal teams (CX, Tech, KAMs, FinOps) to unblock and resolve escalated issues.
• Collaborate with the fraud team to identify and mitigate field-level fraud risks.

Requirements

• Bachelor’s degree in Business Administration, Marketing, or a related field.
• 2+ years of experience in partner success, account management, commercial operations, or related roles.
• Strong analytical skills with the ability to interpret operational data and generate actionable insights.
• Experience with commission management, financial reconciliation, or billing processes.
• Demonstrated ability to document, optimize, and scale operational processes.
• Excellent communication and interpersonal skills; ability to build strong relationships with partners and cross-functional teams.
• Ability to work effectively under pressure in a fast-changing environment.
• Advanced English and fluency in Spanish required.

Benefits

• 100% Company-funded Health and dental and vision discount plan for employees and immediate family members.
• Life insurance.
• Phone finance, Headphone, home office equipment and wellness perks.
• 30 days of Christmas bonus
• 20 days paid Vacation
• 50% Vacation premium
• 13% Saving funds
• $2,000 MXN monthly grocery coupons
• $2,000 USD annual Co-working Travel perk
• $2,000 USD annual Professional Development perk
• Catered lunches