IN Associate - Payment Operations Support
About the job
Summary
The IN Associate - Payment Operations Support role involves monitoring payment processing channels, resolving issues, ensuring timely transaction approvals, and executing defined SOPs for any detected problems. Responsibilities include collaborating with payment service providers, providing customer support on payment-related tickets within defined SLAs, performing in-depth analysis on payment trends, and presenting details to internal stakeholders. The ideal candidate will have 2+ years of experience in e-commerce or a related online company, excellent data analysis skills using Excel/Google Sheets, and fluency in English. Experience in gaming and an interest in sports are a plus. The role requires flexibility to work night shifts and weekends on a rotation basis.
Must have:
- Monitor payment processing channels and resolve issues
- Execute defined SOPs for issue resolution
- Collaborate with payment service providers
- Provide customer support within SLAs
- Perform in-depth analysis on payment trends
- 2+ years e-commerce experience
- Excellent data analysis skills (Excel/Google Sheets)
- Fluent in English
Good to have:
- Gaming operations experience
- Interest in sports
Perks:
- Annual Performance Bonus
- Night Shift Allowance
- Overtime Payment
- Referral Hire Bonus
- Health and Life Insurance
- IT Asset provided
- 21 days Paid Leave
- Team fun activities
- Quarterly Team Outings
- Annual company retreat
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Who We Are
Sporty Group is a consumer internet and technology business with an unrivalled sports media, gaming, social and fintech platform, which serves millions of daily active users across the globe via technology and operations hubs in more than 10 countries and 3 continents.
The recipe for our success is to discover intelligent and energetic people, who are passionate about our products and serving our users and attract and retain them with a dynamic and flexible work life, which empowers them to create value and rewards them generously based upon their contribution.
We have already built a capable and proven team of 450+ high achievers from a diverse set of backgrounds and we are looking for more talented individuals to drive further growth and contribute to the innovation, creativity and hard work that currently serves our users further via their grit and innovation.
Profile
The candidate should be an analytics-driven individual with excellent problem-solving skills
The candidate is expected to have proven experience in root cause analysis and handling escalated issues promptly in an internet company
The candidate is expected to have the experience in handling general inquiries and escalated issues promptly within an online customer service structure
The candidate is expected to be detail-oriented for financial data check with hands-on experience of back-office systems
Responsibilities
A successful candidate should be able to:
- Monitor payment processing channels and resolve payment processing issues.
- Monitor payment processing channels and ensure efficient and timely detection of issues and transaction approval-rate downgrades in payment.
- Execute defined SOPs for any issue or downtimes detected and participate in issue resolution by escalating to and collaborating with support teams of payment service providers.
- Communicate efficiently with external service providers and collaborate on issue resolution and other projects to enhance efficiency in payment processing.
- Perform daily operations tasks.
- Execute daily payment-related operations tasks as guided by SOPs.
- Customer support on payment-related support tickets
- Provide customer and business support by efficiently resolving payment-related support tickets within defined SLAs.
- Promote customer care while communicating with customers and adhere to customer-oriented resolution processes.
- Payment process improvements
- Perform in-depth analysis on payment trends, payment performance for specific channels and/or users and present details to internal stakeholders (Operations, Product, Technology, Finance team) and collaborate to achieve timely resolution of payment issues or other specific tasks relative to business enhancements or payment processing enhancements.
- Execute the transactions settlement processes to ensure consistency to status of payment transactions.
Requirements
The successful candidate will is/has:
- Fluent in written and spoken English.
- 2+ years of general experience in E- Commerce or related online company
- Operations support experience in gaming and with an interest in sports is a plus
- Excellent data manipulation, analysis and representation using Excel/ Google spreadsheet skills.
- Bachelor’s degree and above
- Should be flexible to work in night shifts and weekends on a rotation basis.
- Is a team player and promotes team cohesiveness.
- Should have learning and growth mindset and wants to acquire more knowledge.
Benefits
Annual Performance Bonus
Night Shift Allowance
Overtime Payment
Referral Hire Bonus
Health and Life Insurance
IT Asset provided
5 days working
Paid leaves of 21 days (excluding 12 public holidays)
Team fun activities
Quarterly Team Outings
Annual company retreat - Our Operations team went to Goa in 2022 and Udaipur in 2023 and more TBC!
Highly talented, dependable co-workers in a global, multicultural organization
Our teams are small enough for you to be impactful
Our business is globally established and successful, offering stability and security to our Team Members
Our Mission
Our mission is to be an everyday entertainment platform for everyone
Our Operating Principles
1. Create Value for Users
2. Act in the Long-Term Interests of Sporty
3. Focus on Product Improvements & Innovation
4. Be Responsible
5. Preserve Integrity & Honesty
6. Respect Confidentiality & Privacy
7. Ensure Stability, Security & Scalability
8. Work Hard with Passion & Pride
Interview Process
Remote 30 min Aptitude Test
Remote screening with our Talent Acquisition Team
Remote interview loop with 2x Ops Team Members (30 mins each)
Document verification
24-72 hour feedback loops throughout the process
Working at Sporty
The top-down mentality at Sporty is high performance-based, meaning we trust you to do your job with an emphasis on support to help you achieve, grow and de-block any issues when they're in your way.
Generally employees can choose their own hours, as long as they are collaborating and doing stand-ups etc. The emphasis is really on results.
As we are a highly structured and established company we are able to offer the security and support of a global business with the allure of a startup environment. Sporty is independently managed and financed, meaning we don’t have arbitrary shareholder or VC targets to cater to.
We literally build, spend and make decisions based on the ethos of building THE best platform of its kind. We are truly a tech company to the core and take excellent care of our Team Members.
Benefits
Annual Performance Bonus
Night Shift Allowance
Overtime Payment
Referral Hire Bonus
Health and Life Insurance
IT Asset provided
5 days working
Paid leaves of 21 days (excluding 12 public holidays)
Team fun activities
Quarterly Team Outings
Annual company retreat - Our Operations team went to Goa in 2022 and Udaipur in 2023 and more TBC!
Highly talented, dependable co-workers in a global, multicultural organization
Our teams are small enough for you to be impactful
Our business is globally established and successful, offering stability and security to our Team Members
Our Mission
Our mission is to be an everyday entertainment platform for everyone
Our Operating Principles
1. Create Value for Users
2. Act in the Long-Term Interests of Sporty
3. Focus on Product Improvements & Innovation
4. Be Responsible
5. Preserve Integrity & Honesty
6. Respect Confidentiality & Privacy
7. Ensure Stability, Security & Scalability
8. Work Hard with Passion & Pride
Interview Process
Remote 30 min Aptitude Test
Remote screening with our Talent Acquisition Team
Remote interview loop with 2x Ops Team Members (30 mins each)
Document verification
24-72 hour feedback loops throughout the process
Working at Sporty
The top-down mentality at Sporty is high performance-based, meaning we trust you to do your job with an emphasis on support to help you achieve, grow and de-block any issues when they're in your way.
Generally employees can choose their own hours, as long as they are collaborating and doing stand-ups etc. The emphasis is really on results.
As we are a highly structured and established company we are able to offer the security and support of a global business with the allure of a startup environment. Sporty is independently managed and financed, meaning we don’t have arbitrary shareholder or VC targets to cater to.
We literally build, spend and make decisions based on the ethos of building THE best platform of its kind. We are truly a tech company to the core and take excellent care of our Team Members.
View Full Job Description
About The Company
Sporty Group is a consumer internet and technology business with an unrivalled sports media, gaming, social and fintech platform which serves millions of daily active users across the globe via technology and operations hubs across more than 10 countries and 3 continents.
The recipe for our success is to discover intelligent and energetic people, who are passionate about our products and serving our users, and attract and retain them with a dynamic and flexible work life which empowers them to create value and rewards them generously based upon their contribution.
We’re fortunate enough to have already built a capable and proven team of 500+ high achievers from a diverse set of backgrounds with a common thirst for excellence and we are constantly looking for more talented individuals to power our growth and serve our users further via their grit and innovation.
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