Customer Payment Operations Manager
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Job Description
Customer Payment Operations Manager at Caliza managing B2B cross-border payments and delivering exceptional customer support. Collaborating with internal teams to resolve payment issues effectively.
Responsibilities:
- Serve as the primary point of contact for all customer payment inquiries and issues across multiple communication channels
- Investigate and resolve payment problems end-to-end, owning each case through to closure
- Escalate and coordinate with Finance, Engineering, Compliance, or Product teams when required
- Manage customer tickets and communications using tools such as Zendesk and/or HubSpot
- Provide customers with clear, proactive, and timely updates on issues and resolutions
- Identify recurring issues and contribute to improvements in internal processes and documentation
- Partner with internal teams on new payment features or launches
Requirements:
- 3+ years of experience with B2B cross-border payments at a fintech, payments company, broker, correspondent bank, or similar organization
- Comfortable in a client-facing role and able to manage high-trust customer relationships
- Strong problem-solving skills and keen attention to detail
- Ability to independently own issues and drive them to resolution
- Excellent written and verbal communication in Portuguese and English
- Organized, calm under pressure, and able to manage multiple requests simultaneously
- Experience using CRM and support tools (Zendesk, HubSpot, or similar)
- Collaborative, cross-functional team player with low ego
Benefits:
- Competitive salary and equity compensation at a well-funded early-stage startup
- Fully remote-first with in-person international team offsites
- Health & wellness benefits — compensation includes coverage for medical, dental, vision, and life insurance
- Career development — growth opportunities at the company and a flexible budget for professional development
- Work-from-home stipend to optimize your remote setup
- Generous vacation policy and paid holidays
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