Payment Operations and Integrations Engineer

This is a fully remote position, open to applicants in Kenya.

📋 Description

• Serve as the initial point of contact for all inquiries related to customer payments across multiple communication channels.

• Investigate and resolve payment-related issues from start to finish, taking ownership of each case until it is resolved.

• Escalate matters and collaborate with Finance, Engineering, Compliance, or Product teams when necessary.

• Provide first-level engineering support to integrator teams encountering issues with our APIs—debugging authentication, validation, idempotency, and webhook delivery; reproduce issues and escalate with clear reproductions.

• Leverage internal tools (AI applications, SQL, dashboards) to examine transactions, accounts, and ledger statuses.

• Manage customer inquiries and communications utilizing platforms such as Zendesk and/or HubSpot.

• Keep customers updated with clear, proactive, and timely information on issues and solutions.

• Identify persistent issues and contribute to enhancing internal processes and documentation.

• Collaborate with internal teams on the development of new payment features or product launches.

⛳️ Requirements

• Over 3 years of experience in B2B cross-border payments, ideally within fintech, payments, brokerage, financial correspondent banks, or similar sectors.

• Comfortable engaging directly with clients and managing high-trust customer relationships.

• Proficient in debugging REST APIs.

• Familiarity with database management and REST application architecture.

• Strong analytical and problem-solving abilities with a keen eye for detail.

• Capable of independently managing issues and driving them to resolution.

• Exceptional written and verbal communication skills in both Portuguese and English.

• Highly organized, composed under pressure, and adept at managing multiple requests simultaneously.

• Experience with CRM and support tools (such as Zendesk, HubSpot, or equivalent).

• Must possess experience with AI tools like OpenAI, Claude, etc., in relation to data analysis and queries.

• A collaborative team player with a low-ego approach.

🏝️ Benefits

• Competitive salary and equity compensation at a well-funded early-stage startup.

• Fully remote-first environment, complemented by in-person international team offsites.

• We prioritize your health and wellness—part of your compensation will cover medical, dental, vision, and life insurance.

• We support your aspirations—opportunities for growth within the company and a flexible budget for professional development.

• Work-from-home stipend to enhance your home office setup.

• Generous vacation policy along with paid holidays.