Payment Operations Engineer

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

📋 Description

• Your responsibilities will include:

• Serving as the initial point of contact for all inquiries and issues related to customer payments through various communication channels.

• Investigating and resolving payment issues from start to finish, taking full ownership of each case until it is resolved.

• Coordinating with Finance, Engineering, Compliance, or Product teams for escalations when necessary.

• Managing customer tickets and communications using platforms like Zendesk and/or HubSpot.

• Providing customers with clear, proactive, and timely updates regarding issues and their resolutions.

• Identifying recurring problems and contributing to the enhancement of internal processes and documentation.

• Collaborating with internal teams on the introduction of new payment features or launches.

⛳️ Requirements

• The ideal candidate will possess:

• Over 3 years of experience in B2B cross-border payments, particularly with fintech companies, payment processors, brokers, financial correspondent banks, or similar entities.

• Comfort in client-facing roles and ability to manage high-trust customer relationships.

• Strong problem-solving abilities and keen attention to detail.

• Capability to independently manage issues and drive them to resolution.

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

• Organizational skills, composure under pressure, and ability to handle multiple requests simultaneously.

• Experience with CRM and support tools such as Zendesk, HubSpot, or comparable systems.

• Proficiency with AI tools, including OpenAI and Claude, particularly in relation to data analysis and queries.

• A collaborative spirit with a low-ego approach to cross-functional teamwork.

🏝️ Benefits

• 🤠 What we offer:

• A competitive salary and equity package at a well-funded early-stage startup.

• A fully remote work environment, complemented by in-person international team offsite events.

• Comprehensive health and wellness coverage, including medical, dental, vision, and life insurance as part of your compensation.

• Opportunities for professional growth within the company, along with a flexible budget for development.

• A work-from-home stipend to enhance your home office setup.

• A generous vacation policy and paid holidays.