Payments & Risk Operations Manager

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

📋 Description

• Take charge of daily customer support in the eCommerce sector, addressing billing inquiries, cancellations, refunds, credit balance and top-up issues, failed or disputed payments, access problems, and general customer questions.

• Manage payments risk operations, which include tracking fraud, refund abuse, disputes, and chargeback trends.

• Examine unusual transaction and account activities.

• Create policies and operational controls that balance loss prevention with an effortless customer experience.

• Collaborate with Product, Engineering, and the payment provider to enhance authorization, fraud prevention, and dispute handling processes.

• Construct and maintain support workflows, macros, escalation pathways, and SLAs related to subscriptions, credits, and payments.

• Oversee billing operations using the payments platform, dealing with disputes, chargebacks, failed payments, refund processes, credit/balance adjustments, and reconciliation inquiries.

• Coordinate with the Finance team as necessary.

• Manage relationships with outsourced operations for additional support capacity during peak times.

• Onboard vendor agents, ensure documentation and macros are up to date, monitor quality, and adjust volume commitments.

• Report bugs, billing exceptions, and critical decisions to Product, Engineering, Finance, or leadership.

• Identify recurring support issues, bugs, and friction points, ensuring the customer perspective is represented in roadmap discussions.

• Validate solutions prior to release.

• Monitor and report on response times, resolution times, CSAT, ticket volume and causes, and cost per ticket to Operations leadership.

• Assist in determining the balance between internal staff and outsourced operations as volume increases.

• Develop necessary support tools, including help desk platforms, macros, and self-service/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 direct involvement in resolving intricate customer cases.

• Experience with payments risk, fraud operations, disputes/chargebacks, or transaction monitoring within a consumer subscription, marketplace, gaming, virtual currency/credits, or digital-goods environment.

• Direct, hands-on experience in working on support tickets—not merely overseeing a team that does.

• Familiarity with a payments/billing platform; experience with Stripe or similar is strongly preferred.

• Ability to manage billing edge cases such as disputes, refunds, and failed payments comfortably.

• Experience managing or coordinating with a BPO or outsourced support vendor through established operational KPIs is a significant advantage.

• Capability to operate across functions with Product and Engineering, translating ticket and account trends into clear, prioritized, data-driven feedback.

• A builder's mindset with the ability to establish processes where none exist.

• Excellent written communication skills for creating macros, documentation, and escalation summaries.

• Comfort with ambiguity and change.

• Ability to flourish in a fast-paced environment with minimal structure or oversight.

• Strong analytical skills with the capacity to utilize dashboards for metrics and basic investigations; knowledge of building or editing SQL queries, or a willingness to learn, is a plus.

• Experience in optimizing workflows and processes through the development or utilization of AI agents is an added bonus.

🏝️ Benefits

• Comprehensive health benefits package.

• Opportunities for professional development and career growth.

• Flexible working hours and remote work options.

• Engaging company culture with team-building activities.