Summary
Fanfix.io is a creator-first platform building a next-generation payments engine for creators and fans. We’re hiring an Operations Lead to own the end-to-end payments experience, spanning creator payouts, fan transactions, refunds, disputes, and risk mitigation. This person will be the go-to owner for Fanfix’s payment infrastructure and any partnered processors, shaping the roadmap as we move from external processors toward an in-house system. Prior payments experience (preferably Stripe) and a demonstrated ability to partner with product teams on startup projects are highly valued. This is an individual contributor role with ample room to lead initiatives and influence cross-functional teams with upward mobility.

Key Responsibilities

• Payments Strategy and Ownership. Own the end-to-end payments experience for creators and fans, including payout flows, fan transactions, refunds, chargebacks, disputes, and reconciliation. Define and execute the roadmap for Fanfix’s in-house payment system as we transition away from external processors. Establish and enforce payment policies, SLAs, and controls across the customer lifecycle in coordination with the Director of Operations.
• Payouts for Creators. Manage creator earnings payout processes, payout frequencies, minimums, and account issues related to the payment system. Monitor payout integrity, timeliness, and accuracy; troubleshoot and resolve payout delays or mismatches. Partner with our data team for accurate data tracking of internal creator financials.
• Fan Transactions & Trust. Oversee the fan-side payment experience (purchases, tips, memberships, subscriptions) and ensure accurate posting, refunds, and chargeback handling. Collaborate with CX to communicate payment statuses, refunds, and disputes clearly to account holders.
• Risk, Fraud, and Dispute Mitigation. Implement and oversee fraud detection, chargeback management, and dispute resolution processes. Identify patterns of misaligned transactions, refunds anomalies, and potential fraud; implement controls to minimize losses. Partner with product and engineering teams to ensure adherence to payment industry standards.
• Partner Payments & Internal System Integration. Act as the primary liaison with any payment processors or acquirers, managing incidents, reconciliations, and service-level expectations. Lead integration efforts for new processors and future in-house payment solutions; coordinate with Engineering on APIs, data models, and testing. Prior payments experience with Stripe or other major processors is preferred; collaborate with Product on payment features and platform capabilities.
• Data, Analytics, and Reporting. Develop and maintain metrics dashboards (e.g., payout accuracy, average time to payout, refund rates, chargeback rate, fraud rate, dispute resolution time). Provide monthly, quarterly, and ad-hoc insights to Leadership and CX on payment health, risk, and cost of operations.
• CX Alignment and Communication. Collaborate with CX/Support to craft clear communication templates and status updates for creators and fans regarding payments, refunds, and disputes. Ensure consistent, empathetic, and compliant communications across all payment-related touchpoints.
• Process Improvement and Documentation. Document end-to-end payment workflows, exception handling, and escalation paths. Continuously optimize processes for accuracy, speed, and customer satisfaction. Stay current on industry trends, regulatory changes, and payment technology innovations.
• Product Collaboration. Work closely with Product teams on roadmap prioritization, feature requirements, and go-to-market plans for payment capabilities and CX improvements. Translate business needs into clear, actionable payment system specs and user stories. Partner with Product on startup-project initiatives, transforming ideas into concrete payment features and practical execution plans.

Required Qualifications

• 2+ years of experience in payments operations, financial operations, or a similar role with exposure to consumer-facing payment flows.
• Demonstrated experience managing payouts to creators or sellers and handling fan/customer payments.
• Strong understanding of payment processors, gateways, fraud tools, chargebacks, refunds, and dispute resolution.
• Experience with building or integrating payments systems (ideally moving toward or already operating an in-house payments solution).
• Prior payments experience with Stripe or other major processors is preferred.
• Analytical mindset with proficiency in translating data.
• Excellent cross-functional collaboration skills (Product, Engineering, CX/Support, Legal/Compliance).
• Comfortable with ambiguity and able to lead initiatives in a fast-paced startup environment.
• Strong communication skills for both technical and non-technical audiences.
• Experience collaborating with product teams on startup projects and feature development is highly desirable.

Preferred Qualifications

• Experience in a creator economy or marketplace platform.
• Knowledge of international payments, multi-currency handling, and FX considerations.
• Experience with dispute management platforms and fraud prevention tooling.
• Prior exposure to CX-centric operations and customer communications strategy. Key Metrics and Success Indicators
• Payout accuracy and timeliness (Creator payouts, refund processing, chargeback handling).
• Fraud rate, chargeback rate, and dispute resolution performance (time-to-close, win-rate).
• Refund-to-purchase ratio and misaligned transaction incidence.
• End-to-end SLA adherence for payment-related support cases.
• Continued partnership with internal teams regarding Payments and CX initiatives.

Location: Remote (Pacific Time Zone-based)
Department: CX | Ops
Reports To: Director of Ops
Job Type: Full-time
Salary: 60,000 – 75,000 USD BOE (Based on Experience)