Brazil - Customer Payment Operations Manager

📋 Description

• • Own the entire customer payment journey for Brazil-based clients, acting as the single point of accountability from first alert to final resolution. You will quarterback every inbound inquiry—whether it arrives via Zendesk, HubSpot, Slack, or WhatsApp—and ensure that cross-border wires, stablecoin settlements, and USD liquidity requests are executed flawlessly.
• • Investigate and troubleshoot payment anomalies end-to-end: trace funds across correspondent banks, reconcile ledger entries, validate on-chain transactions, and coordinate with treasury partners in the U.S., LatAm, and Asia. You will build forensic-level case files that Finance, Engineering, and Compliance can trust.
• • Serve as the voice of the customer inside Caliza. Translate real-time pain points into actionable product feedback, draft user stories, and sit shoulder-to-shoulder with engineers during sprint reviews to guarantee that new releases actually solve the problems operators face in the wild.
• • Proactively monitor transaction success rates and settlement times, publishing daily health dashboards and weekly trend analyses. When KPIs slip, you will lead root-cause sessions, implement quick fixes, and codify long-term process improvements in Confluence playbooks.
• • Manage high-trust relationships with CFOs, treasury managers, and payment ops teams at venture-backed startups, global marketplaces, and Fortune 500 subsidiaries. You will host quarterly business reviews, deliver SLA scorecards, and negotiate service-level agreements that scale with customer growth.
• • Coordinate cross-functionally across Finance (cash ops & reconciliation), Product (feature scoping & rollout), Engineering (bug triage & hot-fixes), and Compliance (KYB/KYC escalations, AML alerts). You will run daily stand-ups during incidents and weekly retros to ensure nothing falls through the cracks.
• • Design and maintain a best-in-class support stack: refine Zendesk macros, build HubSpot sequences, automate tagging rules, and create Portuguese-English bilingual knowledge-base articles that reduce ticket volume and boost CSAT above 95%.
• • Champion new payment rails—PIX, TED, SWIFT gpi, stablecoin mint/burn, and Fedwire—by piloting beta programs with select customers, gathering feedback, and iterating on user experience before broader rollouts.
• • Contribute to the global expansion roadmap. As Caliza launches in additional LatAm corridors, you will document local banking nuances, regulatory quirks, and customer expectations so that future markets launch twice as fast with half the friction.
• • Cultivate a culture of operational excellence. Mentor junior analysts, run post-mortems without blame, and evangelize a “measure twice, cut once” mindset that keeps error rates near zero and customer trust sky-high.