Executive, Merchant Operations Support

About the Role

Reporting to the Operations Manager, you will support the day-to-day merchant operations for the SME business, ensuring operational requests, merchant cases, and service issues are handled accurately and within defined service level agreements (SLAs).

Working closely with Product, Finance, Warehouse, Customer Support, Merchant Communications, and other stakeholders, you will execute operational processes, investigate issues, maintain operational records, and support continuous process improvements to ensure operational excellence.

Key Responsibilities

Merchant Operations & Case Management

• Execute daily operational requests and merchant cases in accordance with established SOPs and operational guidelines.
• Handle merchant support cases including onboarding support, account maintenance, device management requests, payment activation, withdrawals, returns, refunds, and other operational inquiries.
• Perform backend data maintenance, account configuration updates, and operational system administration activities.
• Investigate operational issues, transaction discrepancies, failed processes, and merchant-reported incidents.
• Coordinate with cross-functional teams to resolve cases and ensure timely closure within defined SLAs.

Process Improvement & Operational Excellence

• Ensure compliance with operational controls, policies, SOPs, and service level agreements (SLAs).
• Support operational reporting and performance tracking to identify trends and improvement opportunities.
• Identify process gaps, recurring issues, and root causes to improve operational efficiency and service quality.
• Maintain operational documentation, SOPs, knowledge base articles, and training materials.
• Support implementation of new operational processes, products, system enhancements, and process improvement initiatives.
• Participate in user acceptance testing (UAT) and operational readiness activities for new launches and enhancements.

Qualifications

• Bachelor’s degree in Business Administration, Operations Management, Information Systems, Engineering, or a related field.
• 1-5 years of experience in operations, merchant operations, customer support operations, payment operations, or related fields.
• Strong problem-solving and analytical skills with the ability to investigate and resolve operational issues.
• Process-oriented mindset with the ability to execute and improve operational workflows.
• Proficiency in Microsoft Excel or Google Sheets.
• Good communication and stakeholder management skills.
• Proficiency in Thai and English (written and verbal).
• Comfortable working in a fast-paced, dynamic, and rapidly evolving business environment.

Benefits

We offer an attractive remuneration package, a fast-paced and exciting working environment, and provide challenging opportunities for life-long learning and career development.