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#Li-Onsite

About the Role

We are looking for a Senior Associate/Manager Operations Support to lead a team that ensures smooth operational processes and provides critical support for merchant-related issues. This role is essential in handling outbound calls, validating device activations, and managing payment operations, including refunds and transactions.

The ideal candidate is a strong leader with excellent problem-solving skills who can work under pressure in a fast-paced environment. You will collaborate with cross-functional teams to improve operational workflows, resolve escalations, and enhance efficiency in payment and merchant support operations.

Key Responsibilities

• Lead and manage the operations support team to ensure smooth execution of daily tasks.

• Oversee outbound calls to merchants, ensuring timely issue resolution and high service quality.

• Ensure accurate and efficient validation processes for merchant device activations.

• Manage and monitor payment operations, including refunds and transactions, ensuring timely and accurate processing.

• Develop and implement process improvements to enhance efficiency and reduce operational bottlenecks.

• Collaborate with cross-functional teams to resolve operational challenges and improve workflows.

• Maintain data accuracy and reporting, providing visibility on operational performance and key issues.

• Train, mentor, and support team members to improve productivity and problem-solving capabilities.

• Lead issue escalation when disputes arise with third-party payment providers.

Qualifications

• 3+ years of experience in operations, customer support, or payment operations, preferably in fintech, logistics, or e-commerce.

• Strong leadership skills with the ability to manage teams and drive performance.

• Hands-on experience in handling payment operations, including refunds and transactional support.

• Strong analytical and problem-solving skills to optimize operational processes.

• Excellent communication skills, with the ability to interact with internal teams and external stakeholders.

• Ability to work under pressure and manage multiple tasks effectively.

• Comfortable working in a fast-paced, dynamic environment with changing priorities.

Nice-to-Haves (Optional)

• Experience working in an early-stage startup or high-growth company.

• Knowledge of merchant support operations in fintech or digital payments.

• Familiarity with CRM tools, payment processing systems, or operations automation tools.