Payment Operations Engineer
Caliza · Nairobi ·
- Work mode
- Remote
- Visa sponsorship
- No
Serve as the first point of contact for customer payment questions across multiple channels. Investigate and resolve payment problems end-to-end, coordinate with Finance, Engineering, Compliance, and Product, manage customer tickets, improve support processes, and partner on payment features and launches.
Responsibilities
- Serve as the first point of contact for customer payment inquiries across channels
- Investigate and resolve payment problems end-to-end
- Escalate and coordinate with Finance, Engineering, Compliance, and Product
- Manage customer tickets and communications using Zendesk or HubSpot
- Provide clear, proactive, and timely updates to customers
- Identify recurring issues and improve processes and documentation
- Partner with internal teams on new payment features and launches
- Build and manage the first customer support desk
Requirements
- 3+ years of experience with B2B cross-border payments or similar
- Client-facing experience handling high-trust customer relationships
- Strong problem-solving skills and attention to detail
- Ability to own issues independently and drive them to resolution
- Excellent written and verbal communication in Portuguese and English
- Ability to stay organized and calm under pressure while managing multiple requests
- Experience with CRM and support tools such as Zendesk or HubSpot
- Experience with AI tools such as OpenAI or Claude for data analysis and queries
- Cross-functional collaboration skills with low ego
- Nice to have: exposure to crypto or stablecoins
- Nice to have: familiarity with KYB, KYC, AML, or compliance workflows
- Nice to have: experience supporting global customers across time zones
- Nice to have: advanced Spanish language skills
Benefits
- Competitive salary
- Equity compensation
- Fully remote-first work with in-person international team offsites
- Medical, dental, vision, and life insurance coverage
- Flexible professional development budget
- Work-from-home stipend
- Generous vacation policy and paid holidays