Payments Investigation

At SolidStake, we believe that powerful ideas deserve bold storytelling. As a venture studio at the intersection of marketing, digital entertainment, and operations, we specialise in launching and scaling brands that captivate audiences and redefine online experiences.

We’re not just strategists; we’re creatives, brand builders, and growth architects. From crafting breakthrough campaigns to driving data-informed performance, our teams blend imagination with insight to shape narratives that resonate and convert. Whether it’s bringing a new venture to life or accelerating one that’s already growing, we move fast, think big, and execute with purpose.

At SolidStake, we foster a culture where collaboration fuels creativity. We champion diverse talent and fresh perspectives, creating space for every team member to take ownership, elevate their craft, and make a real impact. Join us and help shape the brands and the stories of tomorrow.

Position Overview:

We are seeking a highly analytical and detail-oriented Payment Investigation Specialist to join our team. The primary focus of this role is to monitor transactional activity, analyse data, and prepare accurate operational reports. Additionally, the specialist will provide frontline support and continuously develop knowledge of payment systems and integrations.

Responsibilities within the team:

1. Monitoring & Reporting

• Perform daily monitoring of payment transactions and user activity to identify irregularities, anomalies, or unexpected patterns;

• Prepare comprehensive reports (daily, weekly, monthly) in Excel, summarising performance trends, operational developments, and potential risks;

• Analyse data to detect recurring issues, emerging trends, and inconsistencies;

• Document findings clearly and escalate concerns when required;

• Support process improvement initiatives by identifying gaps or areas that require attention.

2. Frontline Support & Communication

• Act as a first point of contact in chat communication channels;

• Respond professionally to inquiries, concerns, and operational issues;

• Verify and investigate received information before providing guidance or solutions;

• Resolve straightforward matters independently and escalate more complex cases to internal teams or external partners when necessary;

• Maintain clear, accurate, and professional communication at all times.

3. Learning & Working with Payment Systems

• Learn to navigate and utilise the Gateway and various provider back-office platforms;

• Develop an understanding of payment flows, integrations, and operational dependencies;

• Stay updated as new systems, features, and processes are introduced, ensuring continuous growth in payment-related knowledge.

Facing the challenges of the role requires:

1. Advanced Excel proficiency (data analysis, reporting, interpretation);

2. Excellent English communication skills, both written and verbal;

3. Strong analytical mindset with exceptional attention to detail;

4. Ability to organise, prioritise, and manage multiple tasks effectively;

5. Proactive, solution-oriented approach with a strong sense of ownership;

6. Ability to work efficiently under time-sensitive and dynamic conditions.