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Thunes is a global fintech platform providing real-time money movement across 130+ countries and 80+ currencies. The company operates a Direct Global Network connecting to over 7 billion mobile wallets and bank accounts worldwide through 350+ payment methods, serving major clients including Uber, Deliveroo, Grab, and WeChat.
As a Member Experience Officer, you will be the frontline technical support contact for Thunes' high-value clients in a 24/7 environment. Your primary responsibilities include:
• Deliver Level 1 technical support via phone and email for online payment accounts, addressing product and application-related inquiries
• Diagnose hardware and software failures by evaluating symptoms using established procedures and identifying cost-effective solutions
• Minimize customer downtime through rapid repair and resolution
• Escalate high-profile customer issues to appropriate internal resources
• Maintain positive customer relations by coordinating across company functions to ensure timely and appropriate handling of requests
• Follow up with customers via scheduled callbacks as needed
• Ensure thorough understanding of customer queries and issues
• Respond to all emails and phone calls within required timeframes with professional, accurate, and complete information
• Adhere to agreed processes and meet work standards, targets, and objectives
You will be part of a fast-paced fintech environment supporting mission-critical payment infrastructure for global clients.
QUALIFICATIONS & REQUIREMENTS:
• Bachelor's degree from a reputable university in a relevant program
• Minimum 2 years of phone/email technical support experience as a BPO agent serving international clients
• IT experience reading logs and understanding system statuses
• Experience in payment solutions environment (preferred)
• Proficiency with CRM tools such as Zendesk (preferred)
• Ability to work effectively in a team environment
• Solutions-focused, can-do approach with high energy and ability to maintain pace
• Self-driven and proactive in navigating priorities
• Strong analytical and critical thinking skills for complex deliverables
• Proven ability to address escalated issues with speed and urgency
• Strong planning skills, ability to work under pressure, and manage multiple priorities
• Fluent in written and spoken English
• Strong customer service skills
