Merchant Operations Specialist - Manila Fixed-Term Contract

Finyon Global; Makati; On-site; PHP 279,000 - 424,000; Full time

Job summary

Finyon Global, a fintech-focused company in the Philippines, is hiring three Merchant Operations Specialists for a six-month temporary contract to provide customer support across multiple markets. You will work with merchants, payment providers, and internal teams to resolve issues, monitor workflows, and improve processes.

Training occurs Monday–Friday daytime PH time, with a regular night-shift schedule that may include weekend coverage.

Qualifications

• 2+ years of experience in multi-channel support.
• Professional-level written and spoken English with international stakeholders.
• Strong attention to detail and ability to manage multiple priorities in a fast-paced environment.
• Proactive and analytical problem-solver with ownership mindset.

Responsibilities

• Provide merchant support across Zendesk, Slack, Telegram, and other channels with timely, professional responses.
• Monitor automated bot interactions and intervene when human judgment or escalation is required.
• Follow up with payment providers to close cases within expected timeframes.
• Report issues to internal stakeholders with context and clarity.
• Monitor alerts and communications from systems and partners and address until resolution.
• Identify recurring issues and patterns to improve processes.
• Maintain accurate case documentation for visibility and handoffs.
• Escalate cases outside scope with clear context and recommended steps.
• Collaborate with automation/tech teams to improve workflows and bot classifications.
• Help maintain SLA compliance across channels and case types.
• Participate in process improvements and knowledge-sharing.

Skills

Multi-channel support

Analytical problem-solving

Attention to detail

Clear communication

Tools

Zendesk

Slack

Telegram

Job description

Job Description

At Finyon Global, we harness the power of people and technology to build the next generation of fintech. Were seeking driven and curious individuals who are excited to contribute to the future of financial technology.

We are hiring three (3) Merchant Operations Specialists for a six-month temporary contract to provide customer support across multiple markets.

This role is ideal for someone who is analytical, detail-oriented, proactive, and comfortable working in a fast-paced environment. You’ll work closely with merchants, payment providers, and internal teams to resolve operational issues, monitor automated workflows, and identify opportunities to improve our processes.

The contract may be extended or converted to a full-time position based on business needs.

Training & Schedule:

• Training: Monday–Friday daytime schedule (PH time), including onboarding, shadowing, and a gradual transition into live case handling.

• Regular Schedule: Night shift, which may include Saturday–Sunday coverage as part of the regular schedule.

What you will be doing

• Provide merchant support across Zendesk, Slack, Telegram, and other active communication channels, ensuring timely, accurate, and professional responses.

• Monitor automated bot interactions with merchants and step in whenever human judgment, correction, or escalation is required.

• Follow up with payment providers to ensure open cases are resolved within expected timeframes.

• Report issues raised by merchants or providers to the appropriate internal stakeholders promptly and with sufficient context.

• Monitor operational alerts, notifications, and communications from internal systems and external partners, ensuring they are addressed until resolution.

• Identify recurring issues and operational patterns instead of treating each case as an isolated incident.

• Maintain accurate documentation of case status, actions taken, and pending follow-ups to ensure visibility and smooth handoffs.

• Escalate cases that exceed your scope with clear context, supporting evidence, and recommended next steps.

• Collaborate with the automation and technical teams by reporting bot misclassifications, workflow gaps, and edge cases that can improve existing processes.

• Help the team maintain SLA compliance across assigned channels and case types.

• Participate in process improvement initiatives and knowledge-sharing discussions based on operational insights.

Requirements:

• 2+ years of experience in multi-channel support, including email, Slack, chat, Telegram, or similar platforms.

• Professional-level written and spoken English, with the ability to communicate effectively with international merchants, payment providers, and internal stakeholders.

• Strong attention to detail and organizational skills, with the ability to manage multiple priorities in a fast-paced, deadline-driven environment.

• Proactive and analytical problem-solver with sound judgment, strong communication skills, and the ability to take ownership, identify patterns, and resolve issues independently while escalating when appropriate.

Good to Have (Preferred, Not Required):

• Understanding of Payment Service Providers (PSPs), including cash-in/cash-out flows, disputes, and basic reconciliation.

• Familiarity with customer support and workflow automation tools such as Zendesk, n8n, escalation bots, or similar platforms.

• Previous experience in fintech, payments, or a related financial technology environment is a strong advantage.