Operations Manager Assistant

Job Description

Spines: #1 Fastest-Growing Book Publishing Platform in the U.S.

At Spines, we’re rebuilding publishing for a new era: powered by technology, guided by craft, and built around the author.
Our next-generation publishing platform combines powerful AI with human expertise to help writers publish professionally across every format, language, and global market. The tools we’re developing streamline editing, design, translation, production, and distribution, making a complex process simple, scalable, and author-first.
Our mission is to make professional publishing possible for everyone, so no great story goes unheard. But what we’re really building is bigger: a platform that transforms how books are made, shared, and experienced globally.
We’re growing a team of people who want to shape the future of publishing: creators, technologists, and storytellers driven by craft, purpose, and the opportunity to make a real impact for authors and readers everywhere.

Role Overview

We’re hiring a reliable and detail-oriented Operations Manager Assistant to support our finance and operational workflows. This role is ideal for someone with hands-on experience in chargebacks and payment disputes who is comfortable working across systems, teams, and time zones.

You will play a key role in supporting finance operations, handling cardholder disputes, and ensuring smooth communication between internal teams, external partners, and clients — particularly within the US market.

This is a remote position requiring strong English communication skills, excellent organisation, and a high level of accuracy.

What You’ll Get to Do

• Handle and process cardholder disputes, including authorised and unauthorised transactions.
• Conduct detailed investigations using internal systems, CRM tools, and external partners.
• Validate data accuracy and ensure all documentation meets compliance and card network standards.
• Prepare and submit timely, accurate responses to card networks within SLA and regulatory timelines.
• Oversee card authorisation processes, including transaction approvals, declines, and reviews.
• Support internal teams and clients with dispute outcomes, escalations, and authorisation-related questions.
• Maintain up-to-date knowledge of Visa and Mastercard rules, dispute categories, and operational procedures.
• Assist with finance operations tasks, reporting, and reconciliation processes.
• Collaborate closely with operations, finance, support, and leadership teams to ensure smooth execution.
• Contribute to continuous improvement initiatives in dispute resolution, authorisation workflows, and reporting accuracy.

Requirements

• Proven experience handling chargebacks and card disputes.
• Strong understanding of Visa/Mastercard dispute processes, authorisation flows, and compliance standards.
• Familiarity with WooCommerce, Metorik, and CRM tools.
• Experience supporting finance or operations teams in a fast-paced environment.
• Familiarity with US-based customers and payment expectations.

Skills

• Excellent spoken and written English.
• Strong analytical and problem-solving skills.
• High attention to detail with the ability to meet tight deadlines.
• Comfortable working with Microsoft Office (Excel, Outlook, Word) and case management tools.
• Strong communication skills for cross-team and external partner coordination.

Benefits

• Innovative Environment: Work in a dynamic and cutting-edge environment with a supportive and collaborative team.
• Growth Opportunities: Significant opportunities for professional growth and advancement within a rapidly expanding company. 
• Impactful Work: Be a key player on a team that is revolutionizing the publishing industry with groundbreaking AI technology.
• Exciting Industry: Gain valuable experience in the exciting intersection of AI and publishing.

Join a friendly team committed to making a difference in the publishing industry. At Spines, we value our employees and encourage them to grow and excel.