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.