Fiat Operations Specialist

Role Mission

As a Fiat Operations Specialist, you will be responsible for driving the integration of local payment methods that allow users to deposit and withdraw BRL. You will collaborate closely with product, compliance, and tech teams to improve the fiat on&off-ramp experience for users. A key aspect of this role is working with the product team to identify opportunities to build the smooth user experience, ensuring that payment flows are intuitive, seamless, and aligned with customer and regulatory needs.

Key Responsibilities

• Own and manage BRL on/off-ramp channels end-to-end, ensuring availability, performance, and reliability.
• Serve as the primary point of contact for brazilian banks and payment vendors, payment service providers (PSPs), card processors, and other fiat partners, managing relationships, negotiations, and day-to-day communication to ensure reliable and efficient payment channels.
• Lead and coordinate technical integrations with local banks and payment gateways, working alongside engineering and product teams to ensure seamless implementation and ongoing maintenance of payment infrastructure
• Ensure seamless user access to fiat products, minimizing friction in deposits and withdrawals.
• Monitor and manage the end-to-end operational process for fiat on&off-ramps, ensuring smooth transactions and rapid issue resolution for users.
• Identify emerging trends in user preferences, and regulatory changes in Brazil to adapt our platform accordingly.
• Work closely with Customer Support to resolve user issues related to deposits, withdrawals, and transaction status, including handling workflows and tickets raised by the CS team that are related to fiat operations.
• Maintain strong relationships with banking partners, payment service providers (PSPs), card processors, and other fiat partners.
• Ensure liquidity and operational stability of BRL fiat flows and payment channels.
• Use data and metrics to optimize payment integrations, minimize friction for users, and enhance the overall user experience;
• Work closely with the product team to improve the overall user experience of fiat on&off-ramp processes. Provide insights and feedback based on user behavior, transaction data, and customer feedback to inform product enhancements that improve payment flow, reduce friction, and increase user satisfaction.
• Support fiat on/off-ramp operations for additional currencies (e.g., ARS and others), as applicable.
• Monitor daily fiat operations, ensuring accurate processing, timely settlements, and proper reconciliation between internal systems and external partners.
• Coordinate card and payment infrastructure partners for Brazilian users, ensuring smooth operation of payment flows, supporting issue resolution and complaints handling, and actively participating in the design and improvement of these processes.
• Maintain and improve operational controls (limits, reconciliation routines, cut-off times, monitoring alerts).
• Identify, investigate, and resolve operational incidents, ensuring proper escalation and root cause analysis.
• Keep SOPs, runbooks, and operational documentation up to date and aligned with actual processes.
• Collaborate cross-functionally with Product, Technology, Risk, and Compliance teams to improve fiat infrastructure and processes.
• Act as a key advocate for the user experience, ensuring that payment-related touchpoints are designed to be intuitive, frictionless, and aligned with user needs and expectations.

Requirements

• Experience: 3+ years of experience in payment operations, banking, fintech in Brazil.
• Payments&Banking Background: Demonstrated experience in the payments or banking industry, with a strong understanding of the brazilian financial ecosystem, local payment rails, and banking operations;
• Technical Integration Experience: Hands-on experience coordinating technical integrations with banks, payment providers; ability to bridge communication between technical and business teams.
• Regulatory Awareness: Familiarity with brazilian financial regulations, anti-money laundering practices, KYC compliance, and payment industry standards.
• Project Management: Strong project management skills, with the ability to lead multiple initiatives and meet deadlines in a fast-paced environment.
• Problem Solving: Analytical thinker with a proactive approach to identifying issues and implementing effective solutions.
• Communication Skills: Excellent verbal and written communication skills, with the ability to work cross-functionally and liaise with internal and external stakeholders including banks and vendors.
• Languages: Fluency in both English and Portuguese is required (written and verbal). Additional languages are a plus.