Customer Operations Service Delivery Specialist - Copilot - Global Payment (Malaysia)

ByteDance; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Benefits offered by this job

On-site office

Competitive compensation package

Job summary

ByteDance's Global Payment team is seeking an operator with a strong ability to organize ambiguity, optimize workflows, and ensure regulatory compliance across global operations. You will collaborate with Risk, Compliance, QA, and Automation to improve operational effectiveness and drive cross-functional initiatives.

The role requires a hands-on approach with SOP development, process improvement, and data-driven decision making in a fast-paced, multinational environment.

Qualifications

• Bachelor's degree in CS/Business/Finance/Accounting or related field.
• Strong operator who brings structure to ambiguity and keeps teams aligned on what matters most.
• Comfort with service data, process design, and AI-enabled workflow improvement.
• Experienced in operational process management, SOP development or a related field within financial services.
• Proven experience in managing cross-functional collaborations and driving process improvement.
• Ability to work in a fast-paced, global environment with multiple stakeholders.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).

Responsibilities

• Design copilot workflows for translation, issue summarization, knowledge retrieval, and post-incident follow-up.
• Surface risks early by spotting weak signals in service metrics, support queues, partner feedback, and delivery execution.
• Prepare concise updates for stakeholders, with a clear view of what changed, what matters, and what needs a decision.
• Help teams adopt better working habits by documenting repeatable processes, tightening feedback loops, and reducing tribal knowledge.
• Measure impact through quality, speed, closure discipline, and reduction in avoidable operational work.
• Monitor and ensure compliance with industry regulations and internal policies across global operations.
• Act as escalation point for SOP compliance and resolve issues, collaborating with Risk, Compliance, QA, and Automation.

Skills

Strong operational mindset

Cross-functional collaboration

AI-enabled workflow improvement

Process design

Data-driven decision making

Microsoft Office proficiency

Education

Bachelor's degree in Computer Science, Business, Accounting, Finance, or related field

Tools

Microsoft Office

Job description

Responsibilities

The Global Payment team of ByteDance provides payment solutions - including payment acquisitions, disbursements, transaction monitoring, payment method management, foreign exchange conversion, accounting, reconciliations, and so on to ensure that our users have a smooth and secure payment experience on ByteDance platforms including TikTok.

Responsibilities

• Design and operationalize copilot workflows for tasks such as translation capability, issue summarization, knowledge retrieval, and post-incident follow-up.
• Surface risks early by spotting weak signals in service metrics, support queues, partner feedback, and delivery execution.
• Prepare concise updates for stakeholders, with a clear view of what changed, what matters, and what needs a decision.
• Help teams adopt better working habits by documenting repeatable processes, tightening feedback loops, and reducing dependency on tribal knowledge.
• Measure impact through quality, speed, closure discipline, and reduction in avoidable operational work.
• Monitor and ensure compliance with industry regulations and internal policies across global operations.
• Act as an escalation point for operational issues related to SOP compliance, ensuring timely resolution and effective communication, work closely with Risk, Compliance, Quality Assurance, and Automation teams to enhance operational effectiveness.

This role will be based onsite at our office and will require a 5-day onsite work arrangement.

Qualifications

Minimum Qualification(s)

• Bachelor's degree in Computer Science, Business, Accounting, Finance, or a related field.
• A strong operator who brings structure to ambiguity and keeps teams aligned on what matters most.
• Comfort with service data, process design, and AI-enabled workflow improvement.
• Experienced in operational process management, SOP development or a related field within financial services.
• Proven experience in managing cross-functional collaborations and driving process improvement.
• Ability to work in a fast-paced, global environment with multiple stakeholders.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).

Preferred Qualification(s)

• 3 years and above relevant experience.
• Analytical and problem-solving skills, with root-cause mindset.
• A bias for ownership, follow-through, and continuous improvement.

About Us

Founded in 2012, ByteDance's mission is to inspire creativity and enrich life. With a suite of more than a dozen products, including TikTok, Lemon8, CapCut and Pico as well as platforms specific to the China market, including Toutiao, Douyin, and Xigua, ByteDance has made it easier and more fun for people to connect with, consume, and create content.

Why Join ByteDance

Inspiring creativity is at the core of ByteDance's mission. Our innovative products are built to help people authentically express themselves, discover and connect - and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and enrich life - a mission we work towards every day.

As ByteDancers, we strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our Company, and our users. When we create and grow together, the possibilities are limitless. Join us.

Diversity & Inclusion

ByteDance is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At ByteDance, our mission is to inspire creativity and enrich life. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.