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Cantina Labs is a social AI company building advanced real-time models for creative expression and social interaction. The company is launching a commerce business around subscriptions, credits, and payments, and is seeking a Payments & Risk Operations Manager to own customer support and payments risk operations for this new vertical.
In this role, you will own day-to-day customer support across the eCommerce platform, handling billing questions, cancellations, refunds, credit balance issues, failed payments, disputes, and general inquiries. You'll also own payments risk operations—monitoring fraud, refund abuse, chargebacks, and anomalous transaction behavior; developing policies and controls that balance loss prevention with customer experience; and partnering with Product, Engineering, and the payment provider on improvements.
You will create and maintain support playbooks, including workflows, macros, escalation paths, and SLAs. You'll leverage and manage relationships with the payments platform (handling disputes, chargebacks, failed payments, refunds, reconciliation) and coordinate with an outsourced operations team for surge capacity, including onboarding, documentation, quality monitoring, and volume adjustments.
You'll escalate effectively to Product/Engineering for bugs, Finance for billing exceptions, and leadership for judgment calls. You'll partner closely with Product and Engineering to surface recurring support themes, represent the customer voice in roadmap conversations, and validate fixes. You'll track and report on support health metrics (response time, resolution time, CSAT, ticket volume, cost per ticket) and help scale the model as volume grows, determining when to hire internally versus lean on outsourced operations.
The role starts as an individual contributor with high ownership, reporting into Operations. Early on, you'll handle tickets yourself and build systems from scratch. As the business scales, you'll shift toward setting direction and managing vendor relationships. This is ideal for someone 3-7 years into their career who has run support or support ops before, enjoys building something new, and wants real ownership.
