Payments & Risk Operations Manager
Own and build Cantina’s eCommerce support and payments-risk operations across subscriptions, credits, refunds, disputes, and fraud. The role combines hands-on ticket resolution with workflow creation, vendor coordination, metrics reporting, and cross-functional partnership with Product and Engineering.
About the job
Responsibilities
- Own day-to-day customer support for eCommerce, including billing questions, cancellations, refunds, credits, top-ups, failed or disputed payments, access issues, and general inquiries.
- Monitor fraud, refund abuse, disputes, and chargeback patterns; investigate anomalous transaction and account behavior.
- Develop payments-risk policies and operational controls that balance loss prevention with customer experience.
- Build and maintain support workflows, macros, escalation paths, and SLAs for subscriptions, credits, and payments.
- Manage the payments platform relationship, including disputes, chargebacks, failed payments, refunds, balance adjustments, and reconciliation questions.
- Coordinate outsourced operations support, including agent onboarding, documentation, quality monitoring, and capacity planning.
- Escalate issues to Product, Engineering, Finance, or leadership as appropriate.
- Surface recurring support themes, bugs, and customer friction; validate fixes before release.
- Track and report response time, resolution time, CSAT, ticket volume and drivers, and cost per ticket.
- Help determine internal hiring versus outsourced support as volume grows and build supporting tools and self-service content.
Requirements
- 3–7 years of experience in payments operations, payments risk, fraud operations, billing operations, or customer operations for a high-volume consumer product.
- Hands-on experience resolving complex customer cases and working support tickets.
- Experience with payments risk, fraud operations, disputes or chargebacks, or transaction monitoring in a consumer subscription, marketplace, gaming, virtual-currency, or digital-goods business.
- Experience with a payments or billing platform; Stripe or similar strongly preferred.
- Ability to work cross-functionally with Product and Engineering and translate customer and account patterns into actionable feedback.
- Strong written communication for macros, documentation, and escalation summaries.
- Ability to operate independently in a fast-paced, ambiguous environment.
Nice-to-haves
- Experience managing or coordinating with a BPO or outsourced support vendor.
- Strong data skills, including dashboard-based metrics analysis, basic investigations, and building or editing SQL queries.
- Experience using AI agents to optimize workflows and processes.
Compensation and Benefits
- No compensation or benefits information provided.
Skills
Payments Operations, Payments Risk, Fraud Operations, Billing Operations, Customer Support, Chargebacks, Transaction Monitoring, Stripe, SQL, Customer Satisfaction Metrics, Bpo Management, AI Agents
Similar jobs
Revenue Operations jobs
WorkWave
United States
Revenue Operations Analyst transforms GTM and SaaS revenue data into executive insights, dashboards, forecasts, and planning recommendations. The role requires a bachelor’s degree, 5–7+ years of operations or analytics experience, advanced spreadsheet and BI skills, and strong Salesforce and SaaS-metrics expertise.
Gusto
Denver, CO
Leads go-to-market operating rhythms, strategic planning, performance initiatives, and cross-functional programs, including AI-enabled automation. Requires 5+ years in business or GTM operations, consulting, program management, product management, or related disciplines, plus strong analytical and leadership skills.
Idme
Mountain View, CA
Own the design, administration, analysis, and optimization of sales compensation programs, including quotas, commissions, payouts, and plan governance. The role requires 4+ years of relevant experience, strong spreadsheet modeling, CRM knowledge, and cross-functional partnership with Sales, Finance, HR, and Revenue Operations.
DAT Freight & Analytics
Portland, ME
Leads end-to-end commercial deal approval, pricing governance, and contract lifecycle management across customer segments. The role requires 5+ years of relevant experience, Salesforce and CPQ expertise, strong financial acumen, and cross-functional partnership with Sales, Finance, Legal, and Product.
Lob
United States
Leads revenue operations and GTM strategy through forecasting, incentive planning, analytics, process improvement, and cross-functional execution. Requires 4–6 years of relevant experience, strong business and analytical skills, and familiarity with CRM, BI, and data warehouse tools.