Brazil - Customer Payment Operations Manager

👋 About us Caliza's mission is to eliminate geography as a barrier to economic opportunity. Caliza’s stablecoin infrastructure enables businesses around the world to instantly settle cross-border transactions and access dollar-denominated products. Our mission is to empower everyone, regardless of their location or circumstances, to access instant and stable liquidity. Caliza enables everyone from startups to enterprises to offer real-time settlement and dollar accounts to their customers, creating opportunities for people to participate in developed economies and build wealth. We are a global team with a global product and a global mission. We bring experience from Visa, Nubank, Mercado Libre, Goldman Sachs, Upstart, Silicon Valley Bank, Intuit, and Goldfinch. Our Backers Our mission is backed by top-tier VCs, including Initialized, New Form, Better Tomorrow Ventures, QED, Abstract Ventures, Valor Capital, as well as the founders of Rappi, Remesa Online, Azimo, Anchorage, Compound, Portal Labs, and many more! 🎭 About the role We’re a fast-growing fintech in the B2B cross-border payments space, and we need a Customer Payment Operations Manager to ensure our customers have a seamless experience moving money globally. This person will be the head, and build Caliza's first customer support desk, and will lead all direct communications with our customers. In this client-facing role, you will own the end-to-end customer payment process and serve as the first line of defense when any payment issue or question arises. You’ll deliver exceptional support by addressing customer inquiries promptly and effectively, and coordinating with internal teams across Finance, Product, Engineering, and Compliance to resolve complex issues or requests. You will have a clear, measurable impact on the success of Caliza. Success in your role helps ensure customers stay happy and continue growing with Caliza. You will be responsible of managing, modernizing, and executing all Caliza's Customer Success Systems and making sure our organization serves each of our customers' needs. This role is a key strategic and tactical role to Calizas success. This role will report directly to the global head of Sales. What you’ll be doing (i.e. job duties): - Be the first point of contact for all customer payment questions and issues across various communication channels - Investigate and resolve payment problems end-to-end, owning each case until closure - Escalate and coordinate with Finance, Engineering, Compliance, or Product when needed - Manage customer tickets and communications using tools such as Zendesk and/or HubSpot - Keep customers informed with clear, proactive, timely updates on issues and resolutions - Identify recurring issues and help improve internal processes and documentation - Partner with internal teams on new payment features or launches What we look for in you (i.e. job requirements): - +3 years of experience with B2B cross-border payments with any of the following fintech, payments, brokers, or financial correspondent banks, or something similar - Comfortable being client-facing and handling high-trust customer relationships - Strong problem-solving skills and attention to detail - Ability to own issues independently and drive them to resolution - Excellent written and verbal communication in Portuguese and English - Organized, calm under pressure, and able to manage multiple requests - Experience using CRM and support tools (Zendesk, HubSpot, or similar) - Must have experience with AI tools such as OpenAI, Claude etc... as it relates to data analysis, data queries etc.. - Must be a cross-functional collaborator with low ego Nice to haves: - Exposure to crypto, stablecoins, or modern payment rails - Familiarity with KYB, KYC, AML, or compliance workflows - Experience supporting global customers across time zones - Advanced Spanish language skills