Payments & Risk Ops Lead for Subscriptions

Cantina, Inc.; Northern (KY); Hybrid; USD 150,000 - 170,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) retirement savings plan

Paid time off including holidays

Parental leave & fertility support

Complimentary lunches in-office

Job summary

Cantina Labs is seeking a hands-on Customer Operations lead to own our commerce support for subscriptions, credits, and payments. You’ll work with Product, Engineering, and Vendors to build workflows, prevent fraud, and improve customer experience. This role starts as an IC with ownership and grows to guide future team expansion.

You’ll partner with Finance and Ops to manage disputes, SLAs, and vendor relationships while shaping the support model for scale.

Qualifications

• 3-7 years of experience in payments operations, payments risk, fraud operations, billing operations or customer operations for a high-volume product.
• Hands-on experience resolving complex customer cases and handling billing edge cases.
• Experience with a payments/billing platform (Stripe or similar) and vendor management with KPIs.

Responsibilities

• Own day-to-day customer support across eCommerce, handling billing questions, cancellations, refunds, and access issues.
• Own payments risk operations: monitor fraud, disputes, chargebacks; develop policies balancing loss prevention with customer experience.
• Create and maintain the playbook: build workflows, macros, escalation paths, and SLAs.
• Manage the payments platform relationship: disputes, refunds, and reconciliation with Finance involvement.
• Oversee outsourced operations partnerships; onboarding, quality monitoring, and volume planning.
• Escalate to Product, Engineering, or Leadership when needed; surface recurring themes for roadmap.
• Partner with Product and Engineering; validate fixes and surfacing customer voice in roadmap.
• Track support health metrics and report to Operations leadership; scale with headcount planning.

Skills

Payments operations

Billing operations

Fraud operations

Customer operations

Cross-functional collaboration

Tools

Stripe or similar

Job description

Cantina Labs is seeking a hands-on Customer Operations lead to own our commerce support for subscriptions, credits, and payments. You’ll work with Product, Engineering, and Vendors to build workflows, prevent fraud, and improve customer experience. This role starts as an IC with ownership and grows to guide future team expansion.

You’ll partner with Finance and Ops to manage disputes, SLAs, and vendor relationships while shaping the support model for scale.