What you’ll be doing (i.e. job duties):

Be the first point of contact for all customer payment questions and issues across various communication channels
Investigate and resolve payment problems end-to-end, owning each case until closure
Escalate and coordinate with Finance, Engineering, Compliance, or Product when needed
Manage customer tickets and communications using tools such as Zendesk and/or HubSpot
Keep customers informed with clear, proactive, timely updates on issues and resolutions
Identify recurring issues and help improve internal processes and documentation
Partner with internal teams on new payment features or launches

What we look for in you (i.e. job requirements):

+3 years of experience with B2B cross-border payments with any of the following fintech, payments, brokers, or financial correspondent banks, or something similar
Comfortable being client-facing and handling high-trust customer relationships
Strong problem-solving skills and attention to detail
Ability to own issues independently and drive them to resolution
Excellent written and verbal communication in Portuguese and English
Organized, calm under pressure, and able to manage multiple requests
Experience using CRM and support tools (Zendesk, HubSpot, or similar)
Must have experience with AI tools such as OpenAI, Claude etc... as it relates to data analysis, data queries etc..
Must be a cross-functional collaborator with low ego

🤠 What we offer

Competitive salary and equity compensation at a well-funded early-stage startup
Fully remote first, with in-person international team offsites
We care about your health & wellness — part of your compensation will be cover medical, dental, vision, & life insurance
We care about your goals — growth opportunities at the company, and a flexible budget for professional development
Work-from-home stipend to optimize your setup
Generous vacation policy and paid holidays

Payment Operations Engineer

Key skills