Payments Risk Operations Manager

Job Summary

Owning day-to-day customer support for eCommerce, the full-time Payments Risk Operations Manager will manage billing inquiries, monitor payments risk operations, and create support workflows, while working collaboratively with Product and Engineering teams, either remotely or from the Bay Area.

Key responsibilities

• Manage customer support for billing questions, cancellations, refunds, and general inquiries
• Oversee payments risk operations, including fraud monitoring and developing operational controls
• Create and maintain support workflows and documentation in collaboration with cross-functional teams

Required qualifications

• 3-7 years of experience in payments operations, fraud operations, or customer operations for high-volume consumer products
• Hands-on experience with payments risk, disputes, and chargebacks in a subscription or digital goods context
• Experience with payments/billing platforms, preferably Stripe, and resolving complex billing issues
• Ability to operate cross-functionally with Product and Engineering teams to provide data-informed feedback
• Strong written communication skills for creating documentation and support macros