Payment Operations and Customer Success Lead

Brick
Brick

Sales & Business Development, Operations, Customer Service

Jakarta, Indonesia

Posted 6+ months ago

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
    • See more open positions at Brick