Payments & Risk Operations Manager

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Cantina

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded founded by Sean Parker

🤖 Artificial Intelligence

🎮 Gaming

🌍 Social Impact

Artificial Intelligence • Gaming • Social Impact

Cantina is a company that specializes in creating advanced AI characters that can talk, feel, and capture their adventures with selfies. It offers a platform where users can unleash their AI bots in online communities, allowing these lifelike, social creatures to interact with humans. Cantina focuses on building networks of AI influencers and encourages users to explore and build their own collections of AI bots. The company's mission is to foster an interactive universe, inviting creativity and social interaction through digital personalities and AI technology.

📋 Description

• Own day-to-day customer support across eCommerce, including billing questions, cancellations, refunds, credit balance and top-up issues, failed or disputed payments, access issues, and general customer inquiries • Own payments risk operations, including monitoring fraud, refund abuse, disputes, and chargeback patterns • Investigate anomalous transaction and account behavior • Develop policies and operational controls balancing loss prevention with a low-friction customer experience • Partner with Product, Engineering, and the payment provider on authorization, fraud prevention, and dispute performance improvements • Build and maintain support workflows, macros, escalation paths, and SLAs across subscriptions, credits, and payments • Manage billing operations with the payments platform, including disputes, chargebacks, failed payments, refund workflows, credit/balance adjustments, and reconciliation questions • Coordinate with Finance as needed • Manage the outsourced operations relationship for surge and overflow support capacity • Onboard vendor agents, maintain documentation and macros, monitor quality, and adjust volume commitments • Escalate bugs, billing exceptions, and judgment calls to Product, Engineering, Finance, or leadership • Surface recurring support themes, bugs, and friction points and represent the customer voice in roadmap discussions • Validate fixes before release • Track and report response time, resolution time, CSAT, ticket volume and drivers, and cost per ticket to Operations leadership • Help determine internal headcount versus outsourced operations as volume grows • Build needed support tooling, including help desk platforms, macros, and self-serve/FAQ 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, with hands-on experience resolving complex customer cases • Experience with payments risk, fraud operations, disputes/chargebacks, or transaction monitoring in a consumer subscription, marketplace, gaming, virtual currency/credits, or digital-goods business • Direct, hands-on experience actually working support tickets—not just managing a team that does • Experience working with a payments/billing platform; Stripe or similar strongly preferred • Comfort navigating billing edge cases such as disputes, refunds, and failed payments • Experience managing or coordinating with a BPO or outsourced support vendor through standard operational KPIs is a strong plus • Ability to operate cross-functionally with Product and Engineering and translate ticket and account patterns into clear, prioritized, data-informed feedback • Builder's mindset and ability to implement processes where none exist • Strong written communication for macros, documentation, and escalation summaries • Comfortable with ambiguity and change • Ability to thrive in a fast-paced environment with minimal structure or oversight • Strong data skills and ability to use dashboards for metrics and basic investigations; ability to build or edit SQL queries, or willingness/ability to learn, is a bonus • Experience optimizing workflows and processes by building or utilizing AI agents is a bonus