Payments & Risk Operations Lead

Cantina Labs; San Francisco (CA); On-site; USD 150,000 - 170,000; Full time

Benefits offered by this job

Medical/Dental/Vision insurance

Paid time off (PTO) & holidays

Parental leave

401(k) retirement savings plan

Lifestyle stipend

Job summary

Cantina Labs is expanding its commerce business—subscriptions, credits, and payments—and seeks a Customer Support lead who will own the function end-to-end. You will work with Product, Engineering, and Operations to stand up workflows and playbooks, and you'll scale with the business, shaping how support is delivered across billing and payments.

Early on, roll up your sleeves handling tickets and setting up processes; later, guide vendor partnerships and automation to balance loss prevention

Qualifications

• 3–7 years of experience in payments operations, payments risk, fraud operations, billing operations, or customer operations for a high-volume consumer product.
• Hands-on experience resolving complex customer cases with a payments platform (Stripe or similar preferred).
• Experience coordinating with outsourced support vendors (BPO) and cross-functional teams.
• Strong written communication; ability to build workflows, macros, and escalation paths.

Responsibilities

• Own day-to-day customer support across eCommerce billing, refunds, and inquiries.
• Own payments risk operations, fraud patterns, disputes, and chargeback investigations.
• Create and maintain the playbook: workflows, macros, escalation paths, and SLAs.
• Oversee billing platform relationships: disputes, refunds, reconciliations, and balance adjustments.
• Manage outsourced operations relationship and onboarding for surge/overflow capacity.
• Escalate issues to Product/Engineering/Finance with clear routing.
• Partner with Product and Engineering to surface recurring issues and validate fixes.
• Track support health metrics and report to Operations leadership.

Skills

payments operations

payments risk

fraud operations

billing operations

customer operations

data-driven decisions

cross-functional collaboration

written communication

Tools

Stripe

Help desk software

Macros & templates

Job description

Cantina Labs is expanding its commerce business—subscriptions, credits, and payments—and seeks a Customer Support lead who will own the function end-to-end. You will work with Product, Engineering, and Operations to stand up workflows and playbooks, and you'll scale with the business, shaping how support is delivered across billing and payments.

Early on, roll up your sleeves handling tickets and setting up processes; later, guide vendor partnerships and automation to balance loss prevention