You have spent nearly 5+ years mastering operations, partner success, and incident management at scale. You know how to drive operational excellence across large customer experience functions and keep things running when the pressure is on. But what if you could take everything you have learned and build the entire operational engine from the ground up?

Maytes is an Australian fintech founded to solve a problem every group has faced: how do you actually pay for things together? We solve this at the moment of checkout online. The organiser pays their share, friends pay theirs via a secure PayLink, and the merchant gets paid in full. We are built on Stripe, well funded, and about to sign our first enterprise merchants.

This is the operational anchor role at Maytes. If you are looking for an environment where your work directly dictates the success of the company, this is your next step. You will own how we operate as a payments business from the moment a merchant signs a contract, through implementation, to how we support the millions of end users who will eventually pay through our product.

We need a leader who can seamlessly bridge enterprise partner success, customer operations, and high stakes incident management. Reporting directly to the Founder & CEO, your core responsibilities will include:

• Merchant Implementation: Design and own the end to end implementation playbook covering kickoff, technical integration, UAT, training, go-live and 30 day hypercare. You will run every merchant integration personally for the first 5 customers.
• Merchant Relationship Post Launch: You will be the named primary contact for our first 5 merchants. Drawing on your partner success background, you will run monthly business reviews with each merchant to cover volume, conversion, disputes, and product feedback.
• End User Support: Stand up the in-house customer support function for organisers and friends. You will hire and lead our first Customer Support Specialist within 3 months.
• Disputes and Chargebacks: Own the dispute handling playbook to determine when we fight, when we refund, and what evidence we package.
• Financial Monitoring and Reconciliation: Conduct daily reconciliation between Maytes and Stripe to ensure every group transaction is reconciled to settlement. Partner with our fractional CFO on monthly close and merchant statementing.
• Incident Response: Partner with the CTO on incident response, where you will lead merchant and end user communications while the CTO leads the technical response.
  

This is a builder's role, not an operator of an existing machine. There are no playbooks today, so you will write them. While your background in leading large operations is highly valued, there is no support team here yet, meaning you will hire and lead it.

You need to be completely comfortable getting into the weeds. You must be just as comfortable sitting across the table from a merchant's CFO when something has gone wrong as you are drafting a support reply to an upset end user.

Very competitive base salary + superannuation + equity

We advertise base salary plus superannuation, and we do not pay bonuses. We know this is a departure from the corporate world.

Instead of a cash bonus, we offer a meaningful equity package. We want a Senior Manager who thinks like a founder and wants to share in the upside of what we build. This role is a lateral move in base salary, but it is an exponential move in ownership, autonomy, and career trajectory.

• Prime Location and Flexibility: Located in the heart of North Sydney, with easy access to the new Victoria Cross metro station and North Sydney train station. Hybrid working environment 3 days per week (Tuesday, Thursday & Fridays).
• A World Class Environment: A fun, dynamic, and supportive working environment in a modern space. You will join a close knit team that values speed, collaboration, innovation, respect, and fun.