Risk Operations Associate

United States Digital Space LLC; Bengaluru; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

the company in Bengaluru is seeking professionals to improve the risk user experience within the payments ecosystem. You will handle sensitive, customer-facing risk issues, collaborate with global teams, and help scale risk operations to support a growing fintech platform.

The role emphasizes data-driven problem solving, strong communication, and the ability to work in a fast-paced environment with cross-functional stakeholders.

Qualifications

• 2+ years of experience in a customer facing role related to operations, compliance, risk, trust & safety or a similar space.
• Strong communication skills and can explain highly technical topics to technical and non-technical audiences.
• Experience using data to propose creative solutions to both tactical and strategic problems.
• Experience with SQL/Redshift

Responsibilities

• Work with merchants, from successful venture-backed startups to well established institutions
• Investigate and action/triage escalations across multiple channels, while providing accurate and timely responses
• Own various operational processes that the team performs such as risk user experience reviews and handling urgent risk-related escalations from internals or Financial Partners, whilst upholding a strong commitment to process excellence and clear documentation
• Identify risk factors and trends and further report these identifiers to the wider risk team to ensure consistency in partnership
• Utilize analytics to optimize strategies which can be enforced across Stripes portfolio
• Maintain regular communication with our cross-functional stakeholders, setting up recurring business meetings as necessary
• Identify gaps in current systems, policies and strategies, and recommend enhancements and process improvements
• Uplevel the internal understanding of the company’s real-world impact on users, and improve internal processes and workflows to optimize outsourcing and reduce overall escalation rates
• Build scalable solutions across the company to ensure Risk support best practices and standards are successfully implemented throughout the user experience
• Utilize subject-matter expertise to partner with cross-functional teams in developing and improving processes and products related to Risk UX
• Participate in monthly, quarterly, and annual business reviews for the Risk UX Operations team

Skills

SQL/Redshift

Data analysis

Communication skills

Cross-functional collaboration

Problem solving

Project management

Risk analysis

English proficiency

Tools

SQL/Redshift

Job description

Who we areAbout the company

the company is a financial infrastructure platform for businesses. Millions of companies—from the world’s largest enterprises to the most ambitious startups—use the company to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone’s reach while doing the most important work of your career.

About the team

the company was built with simplicity in mind. We strive to deliver frictionless experiences for all of our users, whether they are an Independent Business, Startup, SMB, or Enterprise and our mission is to provide all the company Users with the best support experience possible. Today, the company handles over a million support cases per year and processes millions of internal transactions. We’re going to achieve excellence by thinking of support in a novel, solution-oriented way, and viewing operations as an integral enabler of all of the company’s growth.

the company has unique operational problems resulting from both our type of scale and the type of businesses we partner with as a result of “growing the GDP of the Internet.” Stripes leverage understanding of our products, the financial industry and money movement, and our processes to support both internal and external users. Doing so requires us to invest significant resources into building this experience ourselves.

What you’ll do

the company is launching the company Delivery Centers - a brand new global team to design, implement and grow the company’s operations for the next decade. We are looking for dynamic and curious people that have a passion for solving global user issues, building operations, drive process improvement and want to play a front-line role in building this new operational capability for the company and accelerating the company’s growth. If you like challenging, scaled problems and are an amazing teammate, we want to hear from you!

Responsibilities

• Work with merchants, from successful venture-backed startups to well established institutions

• Investigate and action/triage escalations across multiple channels, while providing accurate and timely responses

• Own various operational processes that the team performs such as risk user experience reviews and handling urgent risk-related escalations from internals or Financial Partners, whilst upholding a strong commitment to process excellence and clear documentation

• Identify risk factors and trends and further report these identifiers to the wider risk team to ensure consistency in partnership

• Utilize analytics to optimize strategies which can be enforced across Stripes portfolio

• Maintain regular communication with our cross-functional stakeholders, setting up recurring business meetings as necessary

• Identify gaps in current systems, policies and strategies, and recommend enhancements and process improvements

• Uplevel the internal understanding of the company’s real-world impact on users, and improve internal processes and workflows to optimize outsourcing and reduce overall escalation rates

• Build scalable solutions across the company to ensure Risk support best practices and standards are successfully implemented throughout the user experience

• Utilize subject-matter expertise to partner with cross-functional teams in developing and improving processes and products related to Risk UX

• Participate in monthly, quarterly, and annual business reviews for the Risk UX Operations team

Who you are

We are looking for someone passionate about improving the risk user experience, the payments ecosystem, educating other Stripes in a complex area of risk, naturally curious and has a strong desire to challenge the status quo. This person will work alongside a global team of risk analysts and strategists and build cross functional partnerships with operations, engineering, sales, treasury, vendor management teams and more!

The right candidate for this role will have a minimum of two years experience in user experience related projects and who has successfully worked on establishing and improving operational processes and user facing workflows. You will be on the front lines, handling sensitive, complex user-facing issues. You’ll leverage learnings from these user interactions to build at-scale, proactive, users-first support solutions. You’ll also help shape team strategy and execute on team objectives using complex project management, cross-functional collaboration, and data-driven decision making.

Minimum requirements

• 2+ years of experience in a customer facing role related to operations, compliance, risk, trust & safety or a similar space

• Strong communication skills and can explain highly technical topics to technical and non-technical audiences

• The ability and desire to challenge the status quo and work in a deeply ambiguous space

• Experience using data to propose creative solutions to both tactical and strategic problems

• Creativity when solving problems from a customer perspective and is pragmatic when solving them

• Deep empathy for entrepreneurs running a business, and are motivated to solve problems to empower them

• Experience analyzing user feedback patterns and use these insights to drive process and product improvements

• Experience with complex and sensitive user facing issues relating to privacy, user safety, fraud, and supportability

• Experience in SQL/Redshift

• Project/Program Management experience

• You possess experience in risk analysis, investigations or risk operations

• You have excellent English communication skills, both written and verbally

• You excel in analytical thinking and problem solving, with experience using data to make assessments / judgment

• You enjoy working in an in-office environment with strong cross team collaboration and support

• You are able to prioritize and enjoy working in a quick-moving environment

• You are humble and have a proven track record for working well across teams and with external partners

• Flexible for weekend shifts as needed

Preferred qualifications

• Risk experience in payments, e-commerce, or fintech mitigating digital/card-not-present risk

• Knowledge of risk schemes, risk prevention methods, and risk detection tools

• Prior risk experience across multiple industries/verticals

• Experience in a high growth technology company

• Experience working from a queue