Qualifications

• 2-3 years of experience in an operational or technical role, preferably in customer experience, customer support, or business operations.
  
• Candidates with experience in the payments industry are preferred.
  
• Strong analytical and problem-solving skills, with the ability to interpret data and recommend improvements.
  
• Experience with customer support platforms (e.g., Zendesk, Salesforce, Freshdesk) and automation tools.
  
• Knowledge of process improvement methodologies (e.g., Lean, Six Sigma) is a plus.
  
• Strong communication skills and ability to collaborate with multiple stakeholders.
  
• Ability to manage multiple projects and prioritize tasks effectively.
  
• Ability to grasp processes and the technical infrastructure in place to support them.
  
• Excellent verbal and written communication skills.
  
• Ability to work cross-functionally and collaborate effectively with various teams.
  

• Proactively identify, analyze, and resolve quality and operational issues across payout partners, minimizing customer impact and transaction disruption.
  
• Deep-dive into data to pinpoint where and why failures occur, separating symptoms from root causes with speed and precision.
  
• Work directly with payout partners to investigate incidents, agree on root causes, and drive both interim fixes and sustainable long-term solutions.
  
• Lead and coordinate issue resolution efforts across internal teams (Customer Support, Product, Engineering, Operations), ensuring fast alignment and clear ownership.
  
• Review solution gaps and project-manage initiatives to improve internal processes and external technical or operational setups with partners.
  
• Define, track, and analyze key quality and performance metrics; identify trends and present clear, actionable insights to stakeholders.
  
• Continuously improve operational workflows, tools, and automation to reduce response times, increase transaction success rates, and safeguard revenue.
  
• Drive cross-functional quality improvement initiatives that enhance customer experience while balancing speed, scalability, and cost.