Payment Operations and Customer Success Lead

Brick

Jakarta Pusat

Presencial

IDR 180.000.000 - 300.000.000

Tempo integral

Há 9 dias

Uma candidatura completa em um minuto

Currículo e carta de apresentação personalizados, prontos para serem enviados.

Passe pelos filtros ATS

Benefícios oferecidos por esta vaga

Health insurance

Flexible working arrangements

Professional development and growth

Resumo da vaga

Brick is seeking a Payment Operations and Customer Success Lead to streamline payment processes and elevate client satisfaction. You will own day-to-day payment workflows, monitor KPIs, manage escalations, and partner with product and compliance teams to reduce risk and improve service quality.

The role blends operations leadership with hands-on customer support, offering growth into a leadership position within a fast-growing fintech environment in Indonesia.

Qualificações

Bachelor’s degree in Business, Finance, Operations or related field.
2+ years in payment ops or fintech customer service.
Fluency in English and Bahasa Indonesia.
Strong understanding of payment systems and industry trends.
Excellent communication and interpersonal skills.
Experience with data analysis and reporting tools.

Responsabilidades

Deliver customer service excellence and improve customer satisfaction.
Oversee payment operations workflows and drive process improvements.
Monitor SLAs, KPIs and report performance trends regularly.
Lead and develop a small team; coordinate daily activities.
Collaborate with legal/compliance and product teams on regulatory matters.

Conhecimentos

Communication

Analytical thinking

Data reporting

English proficiency

Bahasa Indonesia

Formação

Bachelor's degree in Business, Finance, Operations Management

Ferramentas

CRM tools

API integrations

Payment systems

Data analysis tools

Descrição da vaga

Payment Operations and Customer Success Lead

Brick is a leading financial API provider in Southeast Asia, powering the next generation of fintech companies with modern infrastructure that allows them to offer personalized and inclusive financial services. Our mission is to set the stage for financial innovation to flourish and benefit hundreds of millions of individuals and businesses in Indonesia.

About Brick

Role Overview

We are seeking a motivated and customer-centric Payment Operations Lead to join our dynamic team. This role is crucial in ensuring the efficiency, accuracy, and excellence of our payment operations while prioritizing customer satisfaction. The ideal candidate will have a strong foundation in payment operations and customer service, with the potential to grow into a leadership role in a fast-paced fintech environment.

Key Responsibilities

Customer Service Excellence (50%)

Customer Experience Enhancement
Implement strategies to improve customer satisfaction and loyalty
Monitor and maintain service level agreements (SLAs) for customer support
Collect and analyze customer feedback to identify areas for improvement
Team Coordination and Development
Coordinate daily activities of the Payment Operations team with a focus on customer service
Participate in training programs to enhance the team's technical knowledge and soft skills
Promote a culture of continuous improvement and customer-centric problem-solving
Communication and Relationship Management
Serve as a key point of contact for clients and partners
Handle escalations and critical issues, ensuring timely and satisfactory resolutions
Collaborate with other departments to ensure seamless customer experiences

Payment Operations Management (40%)

Process Improvement
Assist in reviewing and optimizing payment processing workflows
Identify bottlenecks and suggest solutions to improve efficiency and reduce errors
Stay updated on industry trends and help implement best practices in payment operations
Performance Monitoring
Track key performance indicators (KPIs) for both operations and customer service
Contribute to regular reports, highlighting trends, issues, and opportunities
Use data to inform decision-making and improve overall performance
Risk Management and Compliance
Ensure day-to-day operations comply with relevant regulations and internal policies
Assist in implementing and maintaining fraud detection and prevention measures
Liaise with the legal and compliance teams on regulatory matters

Innovation and Growth (10%)

Technology Adoption
Provide user feedback to the technical team on new payment methods and system improvements
Suggest product enhancements based on customer needs and operational insights
Strategic Input
Contribute ideas to the team's long‑term strategy for payment operations and customer service
Identify opportunities for service improvement based on front‑line experiences

Qualifications

Required:

Bachelor's degree in Business, Finance, Operations Management, or a related field
2+ years of experience in payment operations or customer service in a fintech environment
Strong understanding of payment systems and industry trends
Excellent communication and interpersonal skills
Analytical mindset with problem‑solving abilities
Experience with basic data analysis and reporting tools
Fluency in English and Bahasa Indonesia

Preferred:

At least 1 year of experience leading a small team (1-3 people)
Experience in a fintech or financial services company
Basic knowledge of API integrations and technical aspects of payment systems
Familiarity with customer service tools and CRM systems

Key Competencies

Customer‑Centric Mindset: Passionate about delivering exceptional customer experiences
Emerging Leadership: Ability to guide and motivate team members
Adaptability: Thrives in a fast‑paced, evolving environment
Attention to Detail: Meticulous in ensuring accuracy in all aspects of payment operations
Emotional Intelligence: Skilled in handling difficult situations with composure
Initiative: Proactive in suggesting improvements and taking on responsibilities
Collaboration: Ability to work effectively with various departments
Learning Agility: Quick to acquire new skills and knowledge

What We Offer