Payment Operations and Customer Success Lead
Brick
Customer Service, Sales & Business Development, Operations
Jakarta, Indonesia
Posted on Friday, August 9, 2024
Payment Operations and Customer Success Lead
Tags
Growth & Customer Ops
Application Link
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About Brick
Brick is a leading financial API provider in Southeast Asia, powering the next generation of fintech companies with modern infrastructure that allows them to offer personalized and inclusive financial services. Our mission is to set the stage for financial innovation to flourish and benefit hundreds of millions of individuals and businesses in Indonesia.
Role Overview
We are seeking a motivated and customer-centric Payment Operations Lead to join our dynamic team. This role is crucial in ensuring the efficiency, accuracy, and excellence of our payment operations while prioritizing customer satisfaction. The ideal candidate will have a strong foundation in payment operations and customer service, with the potential to grow into a leadership role in a fast-paced fintech environment.
Key Responsibilities
Customer Service Excellence (50%)
Customer Experience Enhancement
Implement strategies to improve customer satisfaction and loyalty
Monitor and maintain service level agreements (SLAs) for customer support
Collect and analyze customer feedback to identify areas for improvement
Team Coordination and Development
Coordinate daily activities of the Payment Operations team with a focus on customer service
Participate in training programs to enhance the team's technical knowledge and soft skills
Promote a culture of continuous improvement and customer-centric problem-solving
Communication and Relationship Management
Serve as a key point of contact for clients and partners
Handle escalations and critical issues, ensuring timely and satisfactory resolutions
Collaborate with other departments to ensure seamless customer experiences
Payment Operations Management (40%)
Process Improvement
Assist in reviewing and optimizing payment processing workflows
Identify bottlenecks and suggest solutions to improve efficiency and reduce errors
Stay updated on industry trends and help implement best practices in payment operations
Performance Monitoring
Track key performance indicators (KPIs) for both operations and customer service
Contribute to regular reports, highlighting trends, issues, and opportunities
Use data to inform decision-making and improve overall performance
Risk Management and Compliance
Ensure day-to-day operations comply with relevant regulations and internal policies
Assist in implementing and maintaining fraud detection and prevention measures
Liaise with the legal and compliance teams on regulatory matters
Innovation and Growth (10%)
Technology Adoption
Provide user feedback to the technical team on new payment methods and system improvements
Suggest product enhancements based on customer needs and operational insights
Strategic Input
Contribute ideas to the team's long-term strategy for payment operations and customer service
Identify opportunities for service improvement based on front-line experiences
Qualifications
Required:
Bachelor's degree in Business, Finance, Operations Management, or a related field
2+ years of experience in payment operations or customer service in a fintech environment
Strong understanding of payment systems and industry trends
Excellent communication and interpersonal skills
Analytical mindset with problem-solving abilities
Experience with basic data analysis and reporting tools
Fluency in English and Bahasa Indonesia
Preferred:
At least 1 year of experience leading a small team (1-3 people)
Experience in a fintech or financial services company
Basic knowledge of API integrations and technical aspects of payment systems
Familiarity with customer service tools and CRM systems
Key Competencies
Customer-Centric Mindset: Passionate about delivering exceptional customer experiences
Emerging Leadership: Ability to guide and motivate team members
Adaptability: Thrives in a fast-paced, evolving environment
Attention to Detail: Meticulous in ensuring accuracy in all aspects of payment operations
Emotional Intelligence: Skilled in handling difficult situations with composure
Initiative: Proactive in suggesting improvements and taking on responsibilities
Collaboration: Ability to work effectively with various departments
Learning Agility: Quick to acquire new skills and knowledge
What We Offer
Competitive salary with performance-based incentives
Health insurance and wellness programs
Professional development and growth opportunities
Flexible working arrangements
Collaborative and innovative work environment
Opportunity to make an impact in the fintech industry
