Merchant Operations Specialist - Manila (Fixed-Term Contract)

Finyon Global; Makati; On-site; PHP 502,000 - 725,000; Full time

Job summary

Finyon Global in the Philippines is seeking three Merchant Operations Specialists for a six-month temporary contract to provide multi-channel merchant support across Zendesk, Slack, Telegram, and other channels. You will monitor automated bot interactions, escalate when needed, and coordinate with payment providers and internal teams to resolve cases promptly.

The role emphasizes analytical problem-solving, attention to detail, and proactive ownership in a fast-paced fintech environment, with

Qualifications

• 2+ years of multi-channel support experience (email, Slack, chat, Telegram, etc.).
• Professional-level written and spoken English with international stakeholders.
• Strong attention to detail and organizational skills in a fast-paced environment.
• Proactive, analytical problem-solver with ownership and good judgment.
• Ability to escalate when appropriate and collaborate with teams.

Responsibilities

• 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.

Skills

Multi-channel support

English proficiency

Attention to detail

Analytical problem-solving

Ownership

Communication skills

Process improvement

Job description

At Finyon Global, we harness the power of people and technology to build the next generation of fintech. We're 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.

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.