Pay Operations Specialist
New York, NY
Operations – Ops/Staff /
Full-time /
Hybrid
Cloaked is a privacy startup dedicated to rebuilding consumer trust in how personal data is used. Our vision is to create an internet that serves the needs of its users, first and foremost—with individual privacy and opt-in at the core. Our product is a virtual “cloak” that you use as you visit any website — Facebook, Amazon, etc. It lets you choose to share all, some, or none of your private information based on your personal preference.
$150,000 - $170,000 a year
About Cloaked Pay
Cloaked Pay is a radical rethinking of how payments should work in the privacy era. It lets users generate masked cards in one click—no bank account required. Cards are tied to identities you control, not your real personal information. We handle spend controls, merchant visibility, and security by default—so users can shop online with confidence, speed, and peace of mind.
What will you do?
We’re looking for a hybrid Support + Pay Operations Specialist with deep fintech experience (especially in cards, payments, or banking). You’ll help us build the operational backbone of Cloaked Pay while also supporting our customers, resolving edge cases, and contributing to product workflows. This is not a traditional support role. You’ll become a subject-matter expert in card issuance and help scale our back-office ops and user flows.
-Support Cloaked Pay users across live chat, email, and ticketing
-Troubleshoot subscription, transaction, and account issues
-Escalate and resolve disputes or declines in coordination with our partners
-Build scalable processes for KYC, card issuance, and customer resolution
-Maintain internal documentation and contribute to user-facing help guides
-Coordinate with product, design, and compliance on new workflows
-Provide real-time product feedback and own internal back-office tools
-QA card, auth, and decline flows; flag patterns for fraud or friction
-Oversee day-to-day payment ops tasks (settlement mismatches, velocity flags, etc.)
What Skills and Experiences Will Help You
-Background in tech support or payments operations
-Experience at a card issuer, program manager, or modern fintech (Lithic, Marqeta)
-Comfort navigating disputes, fraud rules, and compliance thresholds
-Strong cross-functional skills—especially comfort working with product and compliance
-Bias for action/user-focused: you unblock users quickly and think in systems
-Bonus: familiarity with card network rules, back-office tools, and KYC flow optimization
-Bonus: SQL or Retool fluency, or experience using internal admin tools
What do we like?
-A get-it-done mindset. Our team is driven to create new solutions, and resolve problems in an fast paced environment
-Curiosity for digging into complex payment flows and resolving edge cases with precision
-Commitment to building reliable, scalable processes that balance user experience with compliance
-Passion for security and internet ethics
-Startup or growth-stage company experience
-Care and respect of our customers’ privacy as if it were your own
What We Offer
Cloaked is a well-funded Series A startup based out of NYC.
Although we are a distributed team, the NYC team operates with a hybrid model. The office building is home to several amenities, including a gourmet cafe, cocktail bar, and a rooftop work area.
We have a fully built out kitchen packed with drinks and snacks. The Cloaked team has diverse interests so we frequently embark on team outings and go out for socials!
Compensation and Benefits
We offer above market rate pay and equity based off of the market's best commercially available data. Your compensation will be a combination of salary, bonus and equity.
Benefits
Cloaked employees have 401K, as well as top of the line Health, Dental, and Vision benefits.
We offer flexible work arrangements and the ability to work remotely as needed. Cloaked provides a home office stipend in addition to a new company laptop (and other tech depending on the role).
Perks
🌴Competitive PTO: We encourage employees to take a minimum # of vacation per quarter. We see PTO as a preventative burnout measure and are committed to changing the industry standard.
🤸Monthly health stipend: Used for any kind of physical, mental or emotional care you’d like to take for yourself, be it a gym membership, a meditation app, or time with a personal trainer.
🥗 Late Night Meals: We understand that sometimes work can get in the way of meal prep. In response to that, we offer employees a monthly meal stipend to be used when they don't have time to get a home cooked meal going!
🧠 Professional Growth: Opportunities for career development and personal growth are provided to all employees who seek to further their knowledge and capabilities through an unlimited professional development fund. Additionally team members are encouraged to regularly attend conferences and industry events.
We are really excited about having you join our mission-driven team and help us build the future of online privacy!
Our values
Make the impossible, possible
Make it possible, quickly
Make it possible, respectfully
Keep consumer privacy paramount
