Senior Customer Operations Specialist - Global Payment

Location: WFO @BTS Sala Daeng, MRT Silom Area
Working Hours: Mon - Fri, 9 AM - 6 PM

Key Responsibilities:

• Regulatory Complaint & Dispute Management: Serve as the primary owner for handling end-to-end customer service and regulatory complaints, including cases escalated through Thai consumer-protection and financial-regulatory channels, and act as a mediator in conflict resolution within regulator-mandated timelines. Collaborate with internal and external stakeholders, including regulatory bodies, compliance teams, and operational units,to standardize best practices.
• Service Insight: Act as the Service SME, understanding the business requirements and stakeholder feedback to identify, document and ensure (through influence and robust data analytics) that the optimization is in line with local and industry practice. Complete root cause investigation of issues and partner with peer functions (like product manager, r, tech engineer, r, risk operation etc.) to support long-term resolution of the problem.
• Operational Excellence & Compliance: Build frameworks and processes that deliver an exceptional, efficient customer service experience, while ensuring the handling of customer personal data and payment operations complies with Thailand's local data-protection and payment regulations.

Qualification:

• Bachelor's degree in Business, Administration, Finance, Economics, Communications, Law,or a related field (or equivalent practical experience).
• 3-5 years in payment operations, fintech, or banking or a similar industry.
• Native or fluent Thai, with strong verbal and written communication skills in English.
• Working knowledge of the Thai consumer-protection and financial-regulatory environment,including financial-consumer complaint channels and local data-protection requirements.
• Experience collaborating with cross functional teams to drive product iteration and issue resolution, managing cross-functional collaborations and driving process improvement.
• Preferred: Experience managing or partnering with BPO / call-center / customer-service teams in Thailand; background in regulatory / ombudsman complaint handling and consumer dispute resolution in the financial or e-wallet sector; familiarity with e-KYKYC and anti-fraud / account-security operations.