CX Operations Improvement Specialist

ABOUT THE COMPANY

We are a payment network enabling the seamless movement of funds across borders. A single connection with us allows you to reach new markets and multiple payment options in more than 100 countries. Saving you time and resources on developing countless integrations to multiple systems, we provide a single effective connection to the world.

JOB SUMMARY

Qualifications2-3 years of experience in an operational or technical role, preferably in customer experience, customer support, or business operations.Candidates with experience in the payments industry are preferred.Strong analytical and problem-solving skills, with the ability to interpret data and recommend improvements.Experience with customer support platforms (e.g., Zendesk, Salesforce, Freshdesk) and automation tools.Knowledge of process improvement methodologies (e.g., Lean, Six Sigma) is a plus.Strong communication skills and ability to collaborate with multiple stakeholders.Ability to manage multiple projects and prioritize tasks effectively.Ability to grasp processes and the technical infrastructure in place to support them.Excellent verbal and written communication skills.Ability to work cross-functionally and collaborate effectively with various teams.

RESPONSIBILITIES

Proactively identify, analyze, and resolve quality and operational issues across payout partners, minimizing customer impact and transaction disruption.Deep-dive into data to pinpoint where and why failures occur, separating symptoms from root causes with speed and precision.Work directly with payout partners to investigate incidents, agree on root causes, and drive both interim fixes and sustainable long-term solutions.Lead and coordinate issue resolution efforts across internal teams (Customer Support, Product, Engineering, Operations), ensuring fast alignment and clear ownership.Review solution gaps and project-manage initiatives to improve internal processes and external technical or operational setups with partners.Define, track, and analyze key quality and performance metrics; identify trends and present clear, actionable insights to stakeholders.Continuously improve operational workflows, tools, and automation to reduce response times, increase transaction success rates, and safeguard revenue.Drive cross-functional quality improvement initiatives that enhance customer experience while balancing speed, scalability, and cost.

REQUIRED SKILLS

Partnerships, Business performance monitoring, Account management, Customer service, Problem solving, Customer support, CRM systems, Process development

REQUIRED EDUCATION

Diploma, Associate's degree