About The Team
The Product Operations Specialist acts as the key connector between Users, Merchants, and internal Product/Tech teams. You will handle and investigate failed or disputed transactions escalated by users, find the root causes with partners/banks, and work with the Product team to fix system issues and improve the overall payment experience.
Job Description
- Transaction Investigation & Issue Resolution
- Investigate and resolve failed, delayed, or disputed transactions escalated by users regarding Merchant payments.
- Coordinate with Banks, Payment Gateways, and Merchants to track transaction statuses and resolve user complaints within SLA.
- Act as the 2nd-line support to handle complex cases transferred from the Customer Support (CS) team.
- System Monitoring & Bug Tracking
- Monitor transaction flows and partner systems daily to detect anomalies or system drops early.
- Identify, replicate, and report app/system bugs to Product Managers (PM) and Developers; follow up until the bugs are fixed.
- 3. Product Testing & Process Improvement
- Participate in User Acceptance Testing (UAT) and live testing for new payment features or system upgrades.
- Review daily/weekly issue logs to find recurring system weaknesses and propose product improvements.
- Keep internal teams (CS, Sales) and external partners updated on system changes, downtime, or new features.
Requirements
Must have
- Experience: 1–2 years of experience in Product Operations, Customer Support (L2/L3), or Technical Support in Fintech, E-commerce, or Banking.
- Problem-solving: Strong analytical skills, logical thinking, and ability to read transaction logs to find root causes.
- Communication: Clear and effective communication to bridge the gap between technical teams (Dev/PM) and non-technical teams (CS/Merchants).
- Attitude: High sense of responsibility, fast learner, and comfortable working in a fast-paced environment.
Nice to have
- Good team player, positive attitude with a can-do attitude, & integrity and responsibility
- A fast learner who is meticulous and detail-oriented
- Self-starter with a strong sense of curiosity
