Senior Operations Associate

Fasset is a global digital asset gateway that brings unparalleled accessibility to the digital asset space.

Through our simple, safe and innovative digital assets, we provide people in emerging markets the opportunity to build a better future. We are pioneering web3 technologies and driving adoption of digital assets for the next billion.

We are creating a team of champions and are looking for World Class talent to join our team. If you're looking for a place that values your hustle, courage, and desire to do things differently, then we want to get to know you!

As an Operations Senior Associate you will be a key player in ensuring the seamless operation of our customer service processes. Your role will involve overseeing and optimising the various facets of customer support operations including compliance and sanction screening. You will be working collaboratively with teams to resolve customer queries and ensure seamless support to meet tight SLA and deadlines.

What you'll do

1. Manage and optimise day-to-day customer support operations to ensure seamless and efficient service delivery.
2. Identify opportunities for process enhancement and implement solutions to streamline workflows, increase efficiency and improve overall customer satisfaction.
3. Collaborate closely with different departments, including Product, Finance, and Compliance, to resolve customer issues.
4. Coordinate with the Compliance team to ensure the users adhere to regulatory requirements and industry standards, fostering a secure and compliant environment for all operations.
5. Coordinate deposit or withdrawal of transactions with the finance team.
6. Oversee the resolution of escalated customer issues, working closely with product and engineering teams to ensure timely and satisfactory resolutions.
7. Contribute to the training and development of customer support staff, ensuring alignment with operational best practices and company policies.
8. Maintain a working knowledge of company products, SoPs and trackers to effectively communicate with customers.
9. Assist in any ad-hoc reporting and duties assigned as and when required.

Who will excel?

1. Experience in customer service and fintech operations is desirable.
2. Familiarity with various CRM tools such as Zendesk, HubSpot or Freshdesk.
3. Familiarity with agile methodology and experience in using Jira for project management.
4. Exceptional communication and interpersonal skills to inspire and motivate cross-culture teams.
5. Manage workloads and teams across multiple countries and timezones.
6. Proficiency in multiple languages such as Bahasa Indonesia or Turkish or Arabic is a plus.
7. Solutions mindset: passion to find the right solution for Customer, and resolve the issue overcoming obstacles.
8. The ability to quickly adapt and implement feedback in a constructive manner.
9. The ideal candidate will be comfortable in a fast-paced, multi-tasked, high-energy environment like Fasset.