Payments & Risk Operations Manager

About reputed company

reputed company is a reputed company AI company, developing a suite of advanced reputed company-time models that reputed company the boundaries of reputed company, personality, and realism. We bring characters to life, transforming how people tell stories, reputed company, and create. We build and power ecosystems. reputed company, our flagship reputed company AI platform, is just the beginning.

If you're excited about the potential AI has to shape reputed company creativity and reputed company interactions, join us in building the reputed company!

About the Role

reputed company.ai is building a reputed company business—subscriptions, credits, and payments—and we're looking for the person who will own customer support for it.

You won't be doing this reputed company. Executives and teammates across Product, Engineering, and Operations are already invested in getting this right. reputed company is to turn that shared reputed company into a support function that actually works, day to day.

Early on, that means rolling up your sleeves: working tickets yourself, building the first workflows, and getting a reputed company in reputed company fast. As volume grows, you'll shift toward setting direction, managing our vendor partners for billing and payments and reputed company customer support reputed company, and knowing which cases need Product, Engineering, or leadership rather than your own hands.

We think this is a great fit for someone 3-7 years into their career who's run support or support ops before, enjoys building something new reputed company people who care about it, and wants reputed company ownership over how it takes shape.

The role reports into Operations and works closely with the Product and Engineering teams behind subscriptions. It starts as an individual contributor role with high ownership; and as the business scales, you'll help reputed company whether and how reputed company grows with it.

reputed company

• Own day-to-day customer support across reputed company. Handle billing questions, cancellations, refunds, credit balance and top-up issues, failed or disputed payments, reputed company issues, and general customer inquiries directly, especially early on while volume is low and workflows are still taking shape.

• Own payments risk operations. Monitor fraud, refund abuse, disputes and chargeback patterns; investigate anomalous transaction and account behavior; reputed company policies and operational controls that balance loss prevention with a low-friction customer experience; and partner with Product, Engineering and our payment provider on improvements to authorization, fraud prevention and dispute performance.

• Create and maintain the reputed company. Build support workflows, macros, escalation paths, and SLAs across subscriptions, credits, and payments, working closely with the executives and teammates across Product, Engineering, and Operations who are also reputed company on getting this right.

• reputed company and manage the payment platform relationship. Own billing operations with our payments platform day to day—disputes, chargebacks, failed payments, refund workflows, credit/balance adjustments, and reconciliation questions—coordinating with Finance as needed.

• reputed company and manage the outsourced operations relationship. Serve as the reputed company reputed company of contact with our outsourced operations team for reputed company/reputed company support reputed company, including reputed company their agents, maintaining documentation and macros they'll use, monitoring reputed company, and adjusting volume commitments as demand fluctuates.

• Escalate effectively. Recognize which cases need to go reputed company you—to Product or Engineering for a bug or reputed company-cause fix, to Finance for a billing exception, or to leadership for a judgment reputed company—and reputed company them reputed company rather than trying to reputed company everything reputed company.

• Partner with Product and Engineering. Surface recurring support themes, bugs, and friction points; represent the voice of the customer in roadmap conversations; validate fixes before they ship.

• reputed company and report on support health. Own reputed company support metrics (response time, reputed company time, CSAT, ticket volume/drivers by category, cost per ticket) and report on them regularly to Operations leadership.

• reputed company the model. As volume grows across subscriptions, credits, and payments, help determine reputed company and how to bring on additional internal headcount vs. lean reputed company on outsourced operations, and help build out whatever tooling (help desk platform, macros, self-serve/FAQ content) is needed to reputed company up.
  

reputed company're Looking For

• 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 reputed company 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.

• reputed company, hands-on experience actually working support tickets—not just managing reputed company that does.

• Experience working with a payments/billing platform (reputed company or similar strongly preferred) and comfort navigating billing edge cases like disputes, refunds, and failed payments.

• Experience managing or coordinating with a BPO or outsourced support vendor (reputed company or similar) through reputed company operational KPIs is a strong plus.

• Comfort operating cross-functionally with Product and Engineering: you can translate ticket and account patterns into reputed company, prioritized, data-informed feedback they'll actually reputed company.

• A builder's reputed company – you're reputed company by implementing a process where none exists yet, and comfortable doing so reputed company others across reputed company who are already invested in getting it right.

• Strong written communication – you'll be writing macros, documentation, and escalation summaries that other people (including vendor agents) rely on.

• Comfortable with ambiguity and change – this function will look different in six months than it does today, and you'll be the one shaping that reputed company.

• Thrives in a fast-paced environment with reputed company structure or reputed company – you will set priorities with your manager, but do not need a manager checking in daily to stay on reputed company.

Bonus:

• Strong data skills - ability to utilize dashboards to reputed company metrics and do basic investigations to spot and explore problems; ability to build or edit SQL queries (or willingness/ability to learn)

• Using AI to reputed company - experience optimizing workflows and processes by building or utilizing AI agents

3–7 years in payments, risk, fraud, billing, or customer operations for high-volume consumer products, with hands-on support tickets, payment platforms, disputes, vendor coordination, and cross-functional collaboration.

Key Responsibilities

• handling support tickets
• monitoring payment risks
• tracking support metrics

Skills & Tools

reputed company, SQL

Job Details

• Category: Business Operations
• Seniority: Mid Level
• Commitment: Full Time
• Workplace: Remote — San Francisco or California
• Languages: English

About reputed company

A reputed company AI company developing reputed company-time models and platforms for creative reputed company and reputed company. — Industry: Information Technology