Founding Operations Lead

Infinite•San Francisco, CA

About The Position

Infinite is a compliance network that enables stablecoins for global business. Backed by Y Combinator and Bessemer Venture Partners, the company is seeking a Founding Operations Lead to own customer accounts and operations as the business grows. The role spans account expansion, frontline customer support, launches and integrations, payment and onboarding exceptions, billing, and automation. The Operations Lead owns live accounts from their first transfer through recurring volume, monitors account performance, identifies expansion opportunities, and manages customer communications. They support customers directly, coordinate with payments and compliance teams, and partner with engineers to resolve technical issues. They also manage pilots and launches, invoicing and collections, and commercial documentation. The role emphasizes building scalable systems: turning repeated tasks into runbooks and AI workflows, using Claude and internal agents to handle routine work, and collaborating with engineering to improve those agents. The goal is to grow the operations function with transaction volume rather than headcount.

Requirements

At least 5 years of experience in payments or fintech operations, account management, or solutions at a PSP, payments platform, bank, or crypto company.
Hands-on knowledge of cross-border payments, including SWIFT (MT103, UETR), wires, ACH, FX, settlement, limits, and pre-funding.
Working knowledge of stablecoin flows, including USDC, USDT, on-ramps, off-ramps, and swaps, and their economics, including spreads and partner costs.
Commercial judgment, including the ability to price deals in basis points, negotiate amendments, and collect overdue invoices.
Ability to work effectively with both customer CEOs and operational payment issues such as a stuck wire.
An automation mindset, including daily use of AI tools such as Claude and the ability to query data to answer questions.
Excellent written and verbal communication, and responsiveness to support customers across Latin America, Africa, Europe, and Asia.

Nice To Haves

Background at Stripe, Ramp, Mercury, Coinbase, or a similar payments and infrastructure company.
Experience on an OTC, treasury, or banking operations desk.
Experience building a support, billing, or onboarding function from scratch.
SQL skills or experience building internal tools and dashboards.
Spanish or Portuguese language skills.
Familiarity with stablecoins, the GENIUS Act, or other emerging regulated financial infrastructure.

Responsibilities

Own live customer accounts from first transfer through recurring volume; manage customer call cadence and track account volume, revenue, and margin weekly.
Identify account expansion opportunities, including new corridors, currencies, and payment flows, prioritizing high-margin opportunities.
Serve as the first responder in shared Slack customer channels, resolve issues where possible, route other issues to payments or compliance on-call with clear tickets, and follow up with customers until resolution.
Manage customer communications, including weekly product updates and holiday notices.
Launch new corridors, currencies, and products for existing accounts, covering scoping, setup, testing, and the first live transfer.
Run proofs of concept and pilots for new accounts, agree on success criteria, manage timelines, and guide customers from sandbox to go-live.
Act as the day-to-day integration partner for customers; work with their engineers on API documentation, debug API and webhook issues, and provide engineering with clear reproductions of issues requiring fixes.
Partner with founders and the GTM team on discovery, demos, and solution design, then take ownership of accounts after they sign.
Handle exceptions in payments and onboarding, move customers through compliance review, resolve delayed or failed payments, and keep customers informed until cases close.
Work with engineering to fix recurring issues at their root and flag payment flows that are unprofitable after partner costs.
Run monthly invoicing and collections, reconcile billing with metered usage, and ensure pricing amendments are signed and documented in writing.
Convert repeated tasks into runbooks and runbooks into AI workflows; use Claude and internal agents to triage support requests, draft updates, prepare launch checklists, and investigate payment exceptions.
Collaborate with engineering to develop and refine skills for internal AI agents so they can handle routine work independently.