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Responsibilities
- Payment Operations & Issue Resolution: Handle processing of incoming tickets in accordance with SLAs, escalate incidents, and assist in resolving payment related issues.
- Follow established procedures to ensure smooth payment operations and maintain compliance with KPIs.
- Cross-Functional Collaboration: Coordinate with internal teams (Tech, CS, Business) and external partners (PSPs, banks, payment systems) to address payment related matters, clarify transactions, and process refunds.
- Monetization and New FinTech Initiatives Support: Participate in the monetization launch of new cities or countries, monitor payment statistics, and analyze user adaptation to new payment conditions.
- Support new FinTech initiatives from an operational standpoint.
- Transparency & User Experience: Implement actions to enhance transparency in payment processes, reduce support inquiries, and improve the overall user payment experience.
- Data Analysis & Reporting: Support analysis of payment conversion rates and user behavior within the payment flow.
- Assist in evaluating the performance of different payment methods and providers with the goal of improving payment quality and reliability.
- Analyze payment processing procedures and identify potential improvements.
- Process Improvement & Automation: Take initiative in suggesting improvements for operational workflows.
- Participate in automation projects to optimize routine tasks.
Qualifications
- Mandatory: Strong communication skills: ability to interact effectively with various levels within the company and external partners.
- Independence, initiative, and the ability to work autonomously.
- Systems thinking and a proactive approach to problem-solving.
- Basic analytical skills.
- Adaptability: willingness to work across diverse markets and adjust to ongoing changes. Team oriented mindset with a collaborative attitude.
- English (spoken and written). Confident PC user.
- Proficiency in G Suite: Google Sheets, Google Slides, Google Docs, Google Drive.
- Experience in inDrive Technical Support: familiarity with the app, internal tools, and systems.
- Optional:
- Familiarity with various analytical tools.
- Experience working with different payment systems and methods.
Conditions & Benefits
- Stable salary, official employment.
- Health insurance.
- Hybrid work mode and flexible schedule.
- Relocation package offered for candidates from other regions.
- Access to professional counseling services including psychological, financial, and legal support.
- Discount club membership.
- Diverse internal training programs.
- Partially or fully paid additional training courses.
- All necessary work equipment.