Lead and shape the customer-facing side of cross-border payments at a forward-thinking fintech. As the Customer Payment Operations Manager, you will be the primary contact for customer inquiries, taking ownership of payment issues from start to resolution. Your role ensures that customer trust remains strong by delivering clear, timely updates and driving solutions through collaboration with internal teams including Finance, Engineering, and Compliance.
What You’ll Do
- Act as the first responder for customer payment concerns across multiple communication platforms
- Investigate transaction discrepancies, identify root causes, and guide cases to closure
- Coordinate with internal departments to escalate and resolve technical or compliance-related issues
- Use CRM systems like Zendesk or HubSpot to manage tickets, track progress, and maintain transparency
- Communicate proactively with customers, setting clear expectations and providing status updates
- Spot patterns in recurring problems and contribute to process improvements and documentation
- Support the rollout of new payment features by aligning customer feedback with product development
What We’re Looking For
- At least three years of experience in B2B payments, fintech, or financial services with a focus on international transactions
- Proven ability to manage client relationships with professionalism and empathy
- Strong analytical skills with close attention to detail and accuracy
- Independence in managing complex cases from initiation to resolution
- Fluency in both English and Portuguese, with excellent written communication skills
- Experience with CRM platforms such as Zendesk, HubSpot, or comparable tools
- Familiarity with AI-powered tools like OpenAI or Claude for data analysis and query processing
- A collaborative mindset with a willingness to work across functions without ego
Preferred Background
- Exposure to cryptocurrency, stablecoins, or modern payment infrastructure
- Understanding of KYB, KYC, AML, or other compliance frameworks
- Experience supporting clients across multiple time zones
- Advanced proficiency in Spanish
Work Environment
This is a fully remote-first role with occasional international team gatherings. You’ll be part of a globally distributed team committed to removing geographic barriers to financial access. The company is backed by leading venture investors and built on a mission to expand economic opportunity worldwide.
Benefits
- Competitive base salary with equity package
- Comprehensive medical, dental, vision, and life insurance
- Flexible professional development budget
- Work-from-home stipend to support your remote setup
- Generous paid time off and holiday policy
- Opportunities for growth within an early-stage, high-impact organization
