Gnosis

• Operational Strategy Development: Work with the management team, payment processors, key vendors, and sponsor bank to develop and implement essential operational processes for product scaling. • Card Operations Management: Manage all aspects of card operations, including customer onboarding, card printing and fulfilment, payment processing, customer relations operations, fraud management, chargebacks, collections, and account maintenance. • Stakeholder Communication: Engage effectively with internal and external stakeholders to maintain clear communication and collaboration. • Operational Excellence: Oversee all operational processes, ensure the development and maintenance of standard operating procedures, and drive quality initiatives across the customer lifecycle to deliver the highest customer experience. • Risk and Compliance Management: Work closely with our Compliance team to establish a strong operational controls framework to manage financial and operational risks while complying with regulatory requirements. • Vendor Management: Manage third-party vendors to ensure they meet all commitments, SLAs, and quality expectations, continuously working with them to improve delivery standards. • Product Development Support: Assist in the development and launch of new products, ensuring operational alignment with company goals. • Reporting and Analytics: Create and maintain operational and financial reports for comprehensive visibility and strategic decision-making.

• Be directly responsible for the end-to-end dispute and chargeback lifecycle. • Ensure timely and accurate processing of all dispute claims, adhering to card scheme rules (Visa) and regulatory timelines. • Develop and implement strategies to optimize chargeback win rates and minimize financial exposure. • Act as the primary point of contact for the customer support team on complex cases. • Develop, implement, and continuously refine card fraud prevention strategies. • Manage and optimize fraud detection systems and tools, including real-time monitoring and alert management. • Collaborate with Product and Engineering teams to integrate fraud prevention measures into new and existing card features. • Responsible for the implementation, configuration, and optimization of 3D Secure protocols for e-commerce transactions. • Ensure compliance with Strong Customer Authentication (SCA) requirements and other relevant regional regulations. • Design, implement, and maintain fraud risk rules within Gnosis Pay's fraud management systems (e.g., rule engines, machine learning models). • Conduct regular analysis of fraud trends to proactively adjust risk rules and detection parameters. • Develop and maintain comprehensive fraud and dispute reporting dashboards and metrics. • Provide regular, insightful reports to senior management on fraud losses, chargeback rates, dispute trends, and prevention effectiveness.

• Own the P&L: Take full ownership of the company’s profit and loss, driving financial planning, budgeting, and forecasting. • Partner closely with the Head of Gnosis Pay to align financial strategy with business goals. • Drive product and financial innovation: Support the product roadmap through ideation and development of new financial products and internal tools to improve efficiency and scalability. • Oversee financial operations: Manage day-to-day activities including clearing & settlement, collateral management, invoicing, treasury operations, cash flow management, and liquidity planning. • Ensure accurate financial reporting: Lead reporting processes to ensure accuracy, transparency, and compliance with accounting and regulatory standards. • Maintain regulatory compliance: Work closely with legal and compliance teams to meet all regulatory requirements across financial operations. • Manage external financial relationships: Develop and maintain relationships with banking partners, exchanges, and other financial institutions. • Cross-functional collaboration: Work closely with leadership and teams across operations, legal, and tech to support decision-making and execution. • Monitor industry trends: Stay up to date on crypto/blockchain developments, including regulations, market trends, and innovations. • Implement risk management frameworks: Design and enforce policies to safeguard company assets and ensure financial stability.

• Create and edit engaging short-form video content (TikToks, Reels) • Stay up-to-date with trends and narratives and find angles to apply them to Gnosis • Own the full process from concept, to post, to engagement using any relevant tools • Ensure all content aligns with brand voice, style guides, and marketing objectives • Analyze performance to refine content strategy and improve engagement • Whatever else you think of that could help us accelerate

• Lead and develop the customer success function, including managing existing team members • Design scalable support processes, automations, and escalation frameworks • Leverage AI and tooling to deliver efficient, high-quality support • Monitor KPIs and continuously raise the bar on service standards • Coordinate incident response across engineering and external partners (banking, card, infrastructure) • Establish structured feedback loops between users and product • Own cross-functional projects & execution across Product, GTM, Partnerships, and Finance • Identify operational gaps and solve them without waiting for direction • Manage service providers, contracts, invoices, and SLAs • Implement and maintain internal systems (documentation, dashboards, workflows) • Support product launches and growth initiatives when required. • Monitor budgets, burn, revenue, financials when the time comes.

• Design, develop, and deploy high-performance and scalable backend services using Go. • Develop and maintain RESTful APIs, Formance ledger, WorkOS and processing platform integrations. • Write clean, well-tested, and maintainable code adhering to best practices and coding standards. • Apply Domain-Driven Design (DDD) principles to model complex business domains effectively. • Participate actively in code reviews, providing constructive feedback to ensure code quality and consistency. • Collaborate closely with product managers, designers, and other engineers to understand requirements and translate them into technical solutions. • Contribute to the definition and improvement of our system architecture and engineering processes. • Troubleshoot and resolve production issues effectively and efficiently. • Provide guidance and support as necessary in the migration from TypeScript to Go for backend development. • Stay up-to-date with the latest trends and technologies in Go, database systems, and software development methodologies. • Contribute to technical documentation and knowledge sharing within the team.