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About the role
Key responsibilities & impact- Monitor Pix transactions, availability, failures, rejections, refunds and operational disruptions on a daily basis.
- Track operational and performance indicators such as transaction success rates, processing times, transaction volumes, complaints, refunds and fraud-related events.
- Monitor system health, operational alerts, and payment processing anomalies.
- Support operational incident management and escalation processes during critical events.
- Act as Level 2 support for critical payment and operational cases escalated by Customer Support teams.
- Investigate complex customer issues involving transactions, payment failures, refunds, reconciliation, and account-related incidents.
- Serve as the operational intermediary between Customer Support and Technology teams.
- Coordinate incident escalations and support crisis management during operational disruptions.
- Work closely with Engineering teams to prioritize fixes, operational improvements and automation initiatives.
- Support reconciliation and operational validation activities when required.
Requirements
What you’ll need- Experience in fintech, payment operations, customer operations, NOC, or digital banking environments.
- Knowledge of Pix, payment flows, digital accounts, and financial operations.
- Experience supporting operational incidents and customer escalations.
- Strong analytical mindset and attention to detail.
- Ability to work in fast-paced and high-pressure environments.
- Familiarity with operational monitoring tools, ticketing systems, and incident management processes.
- Strong communication and stakeholder management skills.
- Hands-on and problem-solving oriented profile.
Benefits
Comp & perks- Competitive salary and company benefits
- Work-from-home arrangement (the arrangement may vary depending on the work nature of the business team)
ATS Keywords
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Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Pixpayment operationstransaction success ratesprocessing timestransaction volumesrefundsfraud-related eventsoperational validationreconciliationincident management
Soft Skills
analytical mindsetattention to detailability to work in fast-paced environmentsability to work in high-pressure environmentscommunication skillsstakeholder managementproblem-solving orientation