Customer Operations Executive

Job Title: Senior Customer Operations Specialist (Fintech & Payments)

Location: Malaysia (Remote / Hybrid) Shift: Includes Weekend Coverage (Rotational)

Role Overview

We are looking for a process-disciplined, analytically-minded Senior Customer Operations Specialist to join our high-complexity support tier. Unlike standard customer service roles, this position focuses on the intersection of payments, compliance, and technical troubleshooting.

You will be responsible for navigating multifaceted workflows, interpreting long-form SOPs, and providing high-touch email resolutions for our most complex user issues.

Key Responsibilities

• Complex Issue Resolution: Manage high-complexity tickets across fintech domains, including payment failures, KYC/AML escalations, and account reconciliation.
• Multi-System Navigation: Seamlessly toggle between Zendesk, internal admin tools, banking portals, and database queries to investigate issues.