Payments & Risk Operations Lead

Cantina; San Francisco (CA); Hybrid; USD 90,000 - 130,000; Full time

Job summary

Cantina is building a commerce business—including subscriptions, credits, and payments—and we’re seeking the person who will own customer support for it. You’ll start by rolling up your sleeves, handling tickets, and shaping the first workflows with cross‑functional partners.

As volume grows, you’ll direct vendor partnerships for billing and payments, build playbooks, and decide when to scale the team or lean on outsourced operations. This is a high‑ownership role for someone 3–7 years in.

Qualifications

• 3–7 years of experience in payments operations, billing, or customer operations for a high-volume consumer product.
• Hands-on experience resolving complex customer cases, not just managing a team.
• Experience with payments platforms (Stripe or similar) and handling edge cases like disputes, refunds, and failed payments.
• Experience coordinating with a BPO or outsourced support vendor and driving KPIs.
• Ability to translate ticket patterns into data-informed feedback for product/engineering.
• Strong written communication and documentation skills; ability to write macros, escalation summaries, and clear playbooks.
• Comfort working in ambiguous, fast-paced environments and scaling processes as volume grows.

Responsibilities

• Own day-to-day customer support across ecommerce, including billing questions, cancellations, refunds, credits, and access issues.
• Monitor fraud and disputes; develop policies balancing loss prevention with a smooth customer experience.
• Create and maintain the support playbook, workflows, macros, SLAs for subscriptions and payments.
• Manage the payments platform relationship and day-to-day billing operations; coordinate with Finance as needed.
• Oversight of outsourced operations partners for surge/overflow support; onboarding and quality monitoring.

Skills

Payments operations

Customer operations

Cross-functional collaboration

Strong written communication

Data analysis

Tools

Stripe

Billing platform

SQL

Job description

Cantina is building a commerce business—including subscriptions, credits, and payments—and we’re seeking the person who will own customer support for it. You’ll start by rolling up your sleeves, handling tickets, and shaping the first workflows with cross‑functional partners.

As volume grows, you’ll direct vendor partnerships for billing and payments, build playbooks, and decide when to scale the team or lean on outsourced operations. This is a high‑ownership role for someone 3–7 years in.