Pay Operations Specialist

Pay Operations Specialist

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 foremostwith individual privacy and opt-in at the core. Our product is a virtual "cloak" that you use as you visit any websiteFacebook, Amazon, etc. It lets you choose to share all, some, or none of your private information based on your personal preference.

Cloaked Pay is a radical rethinking of how payments should work in the privacy era. It lets users generate masked cards in one clickno bank account required. Cards are tied to identities you control, not your real personal information. We handle spend controls, merchant visibility, and security by defaultso users can shop online with confidence, speed, and peace of mind.

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

What Do We Like?

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. The Cloaked team has diverse interests so we frequently embark on team outings and go out for socials!

We offer above market rate pay and equity based on the market's best commercially available data. Your compensation will be a combination of salary, bonus, and equity. 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).

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