Payment Customer Success Operations, CapCut - USDS

Responsibilities

Team Intro:
CapCut is an all-in-one video editing app that empowers creators to express themselves and transform videos into creative masterpieces. In addition to its basic features, such as video editing, text, stickers, filters, colors and music, CapCut offers free advanced features, including keyframe animation, smooth slow-motion effects, chroma key, Picture-in-Picture (PIP), and stabilization to help you capture and snip moments.

In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time.

Responsibilities:
- Oversee end-to-end payment service delivery for CapCut Pro subscriptions and in-app purchases, ensuring timely and accurate transactions.
- Optimize the payment journey for all CapCut users, focusing on the entire subscription lifecycle (trials, upgrades, billing, cancellations).
- Lead the resolution of all payment-related incidents, inquiries, and disputes, providing swift and satisfactory outcomes for users.
- Collaborate with internal teams (Product, UX, Engineering, Finance, Legal) and external payment partners to streamline processes and resolve complex issues.
- Ensure compliance with relevant regulations (e.g., PCI DSS) and manage payment audit and risk processes.
- Analyze payment success metrics and user feedback to identify trends, recommend improvements, and enhance creator satisfaction.

Qualifications

Minimum Qualifications:
- A Bachelor's degree in Business Administration, Finance, Communications, or a related field, or equivalent work experience.
- 3+ years of experience in payment operations, customer success, or service delivery roles. In-depth knowledge of payment processing lifecycles and customer support best practices is essential.
- Demonstrated experience in managing customer/partner relationships, resolving payment issues, and driving customer satisfaction in a payments environment is crucial.
- Exceptional communication skills, with a strong ability to empathize with customers and clearly articulate complex payment information to diverse audiences. Proven experience in de-escalation and managing sensitive customer conversations.
- Strong analytical and problem-solving skills to understand and address complex payment-related customer issues, propose, and implement effective solutions that prioritize customer satisfaction.
-Proficiency in leveraging CRM systems and customer support platforms to manage cases and track interactions. Familiarity with payment gateways and processing systems.
- Proven ability to collaborate effectively with cross-functional teams (including technical, product, and operational teams) to advocate for customer needs and drive resolutions. A genuine empathy for users and a passion for delivering outstanding customer experiences.

Preferred Qualifications:
- Experience with subscription-based or digital goods business models is strongly preferred.
- Demonstrated ability to make sound decisions that balance customer needs with business objectives within the payments domain.
- Proficiency in data analysis tools (e.g., Tableau, SQL, Splunk, Kibana) to derive insights.
-Demonstrated ability to think strategically about customer experience within the payments domain and contribute to the continuous improvement of payment customer success functions.
- Good understanding of payment processes, industry standards, and regulations (e.g., PCI DSS, chargeback rules) to ensure compliant and fair customer treatment.

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $88000 - $151112 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.