About Neon One
At Neon One, we believe that technology is the key to building vibrant communities of generosity. As a leader in nonprofit software since 2004, we create intuitive solutions that help small and mid-sized nonprofits connect with people, build trust, and make good happen every day.
Our culture is powered by empathy, innovation, and a shared mission to empower organizations making a difference. We operate with a customer-first mindset, take pride in extraordinary results, and grow together by supporting each other and embracing bold new ideas. If you’re passionate about using your skills to drive real impact and want to thrive in a collaborative, fully remote environment, Neon One is the place for you.
Payments Operations & Incident Lead
The Payments Operations & Incident Lead is a central role responsible for the operational health, stability, and performance of all payment processing within Neon One. This individual will act as the primary point of coordination for payment incidents, system reliability, and operational risk mitigation across our payment ecosystem.
You’ll collaborate cross-functionally with Engineering, Risk, and Support to ensure every transaction flows seamlessly — identifying and resolving issues before they impact customers, and driving continuous improvement in how Neon One manages payments operations.
Key Responsibilities
Payment Incident Management (Tier 3 Support Lead)
Act as the primary Incident Lead for all payment-related issues, including outages, processor errors, fraud spikes, and other critical payment events.
Serve as the Tier 3 escalation point for complex payment support issues beyond standard support teams.
Coordinate cross-functional responses to minimize customer impact and restore service quickly.
Conduct post-mortem analyses for major incidents, identifying root causes and implementing preventative measures.
Operational Health Monitoring & Analysis
Proactively monitor real-time payment volumes, authorization rates, and success/failure trends across processors.
Detects and escalates anomalies or performance degradation, ensuring rapid investigation and resolution.
Deliver daily and weekly payment health reports to key stakeholders, highlighting risks and opportunities for improvement.
Payment System & Risk Management
Manage the operational configuration of payment gateways, processors, and internal systems.
Partner with the Risk team to investigate and mitigate issues related to fraud, carding, chargebacks, and compliance.
Collaborate with Engineering to test and roll out new payment features and system upgrades, ensuring operational readiness and stability.
What You Bring
Deep understanding of the payments ecosystem (gateways, acquirers, issuing banks, interchange, and card networks).
Proven experience in Incident Management and leading responses to technical payment system issues.
Strong data analysis skills and proficiency with SQL, Excel, or BI platforms for interpreting transaction data.
Familiarity with payment-related risks including fraud, chargebacks, and compliance.
Excellent communication and coordination skills under pressure, with strong attention to detail.
Exposure to fraud monitoring systems or operational automation tools.
Understanding of PCI compliance and payment system security standards.
Why Join Neon One?
At Neon One, our values are how we show up every day. We make good happen by putting empathy and passion at the center of our work, using technology to uplift mission-driven organizations. We stand for our customers, act with care and intention in every decision, own the solution, and grow together. We innovate fearlessly, always exploring new ways to support our community and each other.
Benefits and More
Unlimited paid time off.
Comprehensive health plans (medical, dental, vision).
401(k) with up to 3.5% company match.
Paid parental leave after one year.
Company-paid life insurance and long-term disability.
Pet insurance.
11 company holidays.
Paid sick time and a monthly paid volunteer day.
Medical and dependent care flexible spending accounts.
Fully remote workplace.
How We Hire
We use AI tools to support our recruitment process, including helping us organize applications and identify early matches based on role criteria. That said, every rejection decision is made by a human. We encourage candidates to apply authentically and avoid relying solely on AI-generated responses, especially during interviews.
This opportunity is offered through HighlightTA, the on-demand talent team supporting Neon One’s growth.
Connect with us and learn more:
Neon One on LinkedIn
HighlightTA on LinkedIn
