Payment Operations Engineer

Serve as the first point of contact for customer payment questions across multiple channels. Investigate and resolve payment problems end-to-end, coordinate with Finance, Engineering, Compliance, and Product, manage customer tickets, improve support processes, and partner on payment features and launches.

Responsibilities

• Serve as the first point of contact for customer payment inquiries across channels
• Investigate and resolve payment problems end-to-end
• Escalate and coordinate with Finance, Engineering, Compliance, and Product
• Manage customer tickets and communications using Zendesk or HubSpot
• Provide clear, proactive, and timely updates to customers
• Identify recurring issues and improve processes and documentation
• Partner with internal teams on new payment features and launches
• Build and manage the first customer support desk

Requirements

• 3+ years of experience with B2B cross-border payments or similar
• Client-facing experience 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
• Ability to stay organized and calm under pressure while managing multiple requests
• Experience with CRM and support tools such as Zendesk or HubSpot
• Experience with AI tools such as OpenAI or Claude for data analysis and queries
• Cross-functional collaboration skills with low ego
• Nice to have: exposure to crypto or stablecoins
• Nice to have: familiarity with KYB, KYC, AML, or compliance workflows
• Nice to have: experience supporting global customers across time zones
• Nice to have: advanced Spanish language skills

Benefits

• Competitive salary
• Equity compensation
• Fully remote-first work with in-person international team offsites
• Medical, dental, vision, and life insurance coverage
• Flexible professional development budget
• Work-from-home stipend
• Generous vacation policy and paid holidays