Payment Operations Engineer

You will be the first point of contact for customer payment questions and issues across multiple channels. You will investigate and resolve payment problems end-to-end and own each case until closure. You will escalate and coordinate with Finance, Engineering, Compliance, and Product as needed. You will manage customer tickets and communications using tools such as Zendesk or HubSpot and keep customers informed with clear, proactive, and timely updates. You will identify recurring issues, improve internal processes and documentation, and partner with internal teams on new payment features and launches. You will build and operate the company's first customer support desk and drive measurable outcomes by reducing friction in the payment lifecycle.

Responsibilities

• Serve as 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 (fintech, payments, brokers, correspondent banks)
• 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 and calm under pressure with ability to manage multiple requests
• Experience using CRM and support tools such as Zendesk or HubSpot
• Experience with AI tools such as OpenAI or Claude as related to data analysis and data queries
• Cross-functional collaborator 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

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