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Senior Operations Specialist

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia Bybit Full time
Job Overview

We are seeking an experienced Senior Card Operations Specialist to join our team at Bybit. As a key member of the Bybit Card Operations team, you will play a pivotal role in ensuring the seamless operation of one of our core products—the Bybit Card—while delivering exceptional service and satisfaction to our global customer base.

Key Responsibilities:
  • Customer Support & Expertise:
    • Act as the card payment expert for the Customer Service team, ensuring SLAs are met for resolving escalated support tickets.
    • Serve as the internal ambassador and go-to expert for all Bybit Card-related matters.
  • Issue Investigation & Resolution:
    • Investigate and resolve issues raised by Customer Service or internal teams, including card payments, applications, rewards, and other card-related usage concerns.
    • Take a proactive and thorough investigative approach, focusing on identifying and addressing root causes rather than offering surface-level fixes.
    • Collaborate with internal stakeholders (developers, product, etc.) and external vendors to troubleshoot issues, leveraging logs, databases, and internal/external portals for resolution.
  • Market Launches and Operations:
    • Ensure seamless go-to-market execution for new market or product launches, including planning for internal testing, external beta releases, and preemptively identifying major issues before full launch.
    • Align and interact with key stakeholders such as compliance, risk, finance, and product/tech teams to ensure optimal market operations.
    • Foster a growth-oriented mindset by collaborating with customer service and product teams to enhance the user experience and refine the user journey.
    • Identify opportunities for operational and process improvements.
    • Adopt a data-driven approach to analyze trends, monitor performance, and uncover potential issues for proactive resolution.
  • Product Operations:
    • Actively participate in product discussions, providing insights from card operations and market intelligence to suggest features or enhancements that improve the cardholder experience and user journey.
    • Drive product ideas, improvements, and enhancements to scale the product and elevate its features to better meet user needs.
  • Operational Management:
    • Oversee settlement reconciliation with processors/BIN sponsors.
    • Engage with processing or other vendors to resolve issues while ensuring high service quality and performance.
    • Manage rewards operations, including stock monitoring, conceptualizing reward ideas, and implementing strategies to boost user retention and conversion.
    • Support finance operations by initiating payment requests to vendors, reconciling invoices, and ensuring timely settlement of funds.
    • Handle dispute management, including filing and managing cases with issuers, card schemes, and fraud disputes in collaboration with risk teams.
    • Manage physical card stock to ensure availability and alignment with demand.
    • Collaborate with AML and Risk teams to optimize processes and ensure adherence to regulatory standards.
    • Support regulatory reporting requirements, liaising with schemes, BIN sponsors, and partners as needed.