Payment Operations Manager – Merchant Support

1. Job Overview Responsible for merchant support and daily operations of payment business in the Asian market, covering Pay-in, Pay-out, and local payment operations. Coordinate with payment channels, technology, finance, and risk control teams to drive timely resolution of transaction anomalies and merchant issues, while also managing the operations support team, building SOPs, and improving service efficiency. 2. Responsibilities 1. Merchant Operations Support: Provide daily support for merchants after onboarding, including launch coordination, payment process explanation, transaction inquiries, and business issue follow-up to ensure smooth operation of merchant payment and collection services. 2. Transaction Anomaly Handling: Follow up on payment failures, delayed payouts, abnormal receipts, inconsistent order statuses, payment callback issues, and refunds, coordinating with relevant teams to investigate causes, timely update merchants on progress, and drive issue resolution. 3. Local Payment Channel Coordination: Interface with local payment channels and partners in the Asian market, track channel operational status, transaction success rates, and receipt timeliness, and coordinate handling of anomalies, maintenance, and service interruptions based on different market payment rules and processing timelines. 4. Settlement and Reconciliation Follow-up: Collaborate with finance and payment channels to verify settlement progress, transaction records, and reconciliation discrepancies, driving timely resolution of fund-related issues to ensure clarity in processes and traceability of results. 5. Team Daily Management: Responsible for scheduling, work allocation, training, service quality supervision, and performance management of the operations support team, personally following up on complex issues and major merchant complaints to enhance the team's operational capabilities. 6. Process and System Development: Establish and improve ticket flow, anomaly classification, issue escalation, cross-shift handover, and emergency handling SOPs, continuously maintain the business knowledge base, and promote standardization of operational processes. 7. Data Analysis and Optimization: Monitor first response times, issue resolution times, ticket backlog, and merchant satisfaction, analyze transaction anomalies and channel performance to drive improvements in payment processes, product features, and service quality. 8. Major Event Coordination: Responsible for cross-department coordination of major payment anomalies, merchant progress updates, and post-event reviews, following up on the implementation of improvement measures to enhance business operational stability. 3. Requirements 1. Associate degree or above, with over 3 years of experience in third-party payment, cross-border payment, e-wallet, or FinTech-related industries, with experience in payment operations, merchant support, or channel operations. 2. At least 1 year of team management experience, or experience independently managing an operations support module, building business processes, and mentoring teams. 3. Familiar with Pay-in, Pay-out, and local payment operations, understanding common payment methods such as bank transfers, e-wallets, instant payments, and QR code payments, and comprehending order processing, payment callbacks, refunds, settlements, and reconciliation processes. 4. Experience in handling payment transaction anomalies, able to analyze issues based on order information, channel feedback, and system records, and coordinate relevant teams to drive solutions. 5. Strong merchant communication and cross-department coordination skills, able to clearly articulate issues, manage processing progress and merchant expectations, and continuously follow up in multi-party collaborations. 6. Capable of SOP formulation, knowledge base construction, team training, and performance management, able to personally participate in daily operations and complex issue handling. 7. Proficient in Excel, familiar with Zendesk, Freshdesk, Intercom, or other ticket management tools, able to identify issues through data and propose improvement suggestions. 8. Good English reading, writing, and speaking skills, able to handle English merchant inquiries, business emails, and cross-national team collaborations. 9. Able to adapt to remote work, cross-timezone communication, and necessary shift rotations and major anomaly response arrangements. · Bonus Points 1) Experience in local payment operations, merchant support, or channel coordination in the Asian market, especially Southeast Asia and South Asia. 2) Familiar with one or more mainstream payment methods in relevant markets, such as India UPI, Indonesia QRIS, Philippines GCash/Maya, Thailand PromptPay, etc. 3) Experience working in small to medium-sized payment companies, having simultaneously undertaken responsibilities in merchant support, transaction operations, and channel coordination. 4) Experience building operations support or customer service teams from 0 to 1. 5) Understanding of payment APIs, asynchronous notifications, and common error codes, able to assist technical teams in gathering information and pinpointing issues. 6) Familiar with Web3 or digital asset payment operations, understanding the recharge, withdrawal, and transaction inquiry processes of USDT on networks like TRC20 and ERC20. 7) Proficiency in local languages of relevant Asian markets.