About the Team At Aspire, we are committed to empowering our customers throughout their journey with us. Our Operations Team ensures customers can operate seamlessly on our platform, and guarantee the best customer experience possible.
About the Role You are responsible for managing the escalation for our payment gateway customers.
Act as the primary point of contact for escalations related to payment gateway and Technical issues. Investigate and resolve escalated payment processing issues in a timely manner to ensure minimal impact on clients and partners. Collaborate with internal teams, including technical support, product development, and account management, to address and resolve escalated issues effectively. Work closely with stakeholders to influence and drive solutions that improve payment processes and enhance customer experience. Lead and manage migration projects related to payment gateways, ensuring smooth transitions and minimal disruptions for clients and partners. Provide regular updates and reports on escalated issues and project progress to senior management. Conduct training sessions for internal teams and external partners on payment gateway processes and best practices. Stay updated on industry trends, regulations, and best practices related to payment processing and escalate any potential risks or opportunities to the appropriate stakeholders. Provide Bahasa-speaking escalation support to clients, partners, and banks as needed. Minimum Qualifications Bachelor's degree in business, finance, or related field. Proven experience in payment processes and payment gateway operations. Strong stakeholder influencing skills with the ability to drive consensus and action. Demonstrated project management skills, particularly in migration projects. Fluency in English and Bahasa is essential. Excellent communication and interpersonal skills. Ability to work well under pressure and handle escalated situations calmly and professionally. Strong analytical and problem-solving abilities. Experience working in a fast-paced environment and managing multiple priorities simultaneously. Willingness to work in the office for the first two months for the migration process Preferred Qualifications Previous experience in payment gateway or fintech companies, showcasing knowledge of industry-specific practices and challenges. #J-18808-Ljbffr
