# Payments & Risk Operations Manager

**Company:** [Cantina](https://hotfix.jobs/companies/cantina)
**Location:** Remote
**Role:** Revenue Operations
**Experience:** 3+ years
**Skills:** Payments Operations, Payments Risk, Fraud Operations, Billing Operations, Customer Support, Chargebacks, Transaction Monitoring, Stripe, SQL, Customer Satisfaction Metrics, Bpo Management, AI Agents
**Posted:** 2026-08-19

> 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.

## Job Description

## 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.

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