Member Experience Operations Officer

Thunes
Manila
Full timeFunction: Customer Support (Service Desk)Experience: 2+ yearsEducation: bachelorsSkills: ["Teamwork","Can-do attitude","Solutions focused","Self-driven","Proactive","Analytical thinking","Critical thinking","Planning","Communication","Customer service","Ability to work under pressure"]

Provide Level 1 phone and/or email technical support for online payment accounts in a 24/7 environment. Triage product, application, and operational/maintenance inquiries, diagnose hardware/software issues using established procedures, and initiate cost-effective corrective actions to minimize downtime. Coordinate across teams for timely customer resolution, handle escalations for high-profile cases, follow up with scheduled callbacks, and maintain accurate, professional communication.

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FursaFursa
Thunes
Thunes
2 days ago

Member Experience Operations Officer

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Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live

Job Summary

Provide Level 1 phone and/or email technical support for online payment accounts in a 24/7 environment. Triage product, application, and operational/maintenance inquiries, diagnose hardware/software issues using established procedures, and initiate cost-effective corrective actions to minimize downtime. Coordinate across teams for timely customer resolution, handle escalations for high-profile cases, follow up with scheduled callbacks, and maintain accurate, professional communication.
Location: Manila
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Provide Level 1 technical support via phone and/or email for online payment accounts in a 24/7 environment.
  • •Assist with product or application related inquiries.
  • •Diagnose hardware and software failures using established procedures and determine corrective actions to minimize customer downtime.
  • •Coordinate with internal functions to ensure customer requests are handled appropriately and follow up with scheduled callbacks.
  • •Answer all customer emails and phone calls professionally with accurate and complete information while adhering to agreed processes and work standards.

Key Requirements

  • •Graduate from a reputable university with a relevant degree program.
  • •At least 2 years of phone/email experience as a technical support agent in a BPO serving international clients.
  • •Experience reading logs and understanding system statuses.
  • •Experience within a payment solution environment is an advantage.
  • •Ability to work in a team and use CRM tools like Zendesk (preferred).
Experience:2+ yearsBPOInternational clientsPayments
Education:Bachelor's
Skills:TeamworkCan-do attitudeSolutions focusedSelf-drivenProactiveAnalytical thinkingCritical thinkingPlanningCommunicationCustomer serviceAbility to work under pressure
Languages:English
Tech Stack:ZendeskPhoneEmailCRM

Company Brief

Thunes
Provides a global cross-border payments network enabling businesses to send and receive payments across markets via a single integration, serving merchants, fintechs, remitters, and banks with real-time settlement and compliance tools.
Industry: Fintech Infrastructure
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Headquarters: Singapore, Singapore
Founded: 2016
WebsiteLinkedIn