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Thunes is a global payments network that enables real-time money movement across 140+ countries and 90+ currencies. The company connects directly to over 12 billion mobile wallets, stablecoin wallets, and bank accounts worldwide, plus 15 billion cards through 220+ payment methods. Thunes serves major clients including Uber, Deliveroo, Grab, WeChat, and numerous fintechs, MTOs, PSPs, and banks.
The Premium Services Manager role sits within Member Experience and is responsible for delivering a premium, high-touch operational experience to a portfolio of strategic partners. Unlike traditional support roles, this position is highly proactive and focused on protecting revenue, reducing friction, and ensuring reliability across high-volume transaction flows.
Key responsibilities include:
• Own the end-to-end operational experience for a portfolio of high-value partners, acting as the primary operational point of contact with prioritized engagement beyond standard support channels.
• Monitor transaction flows and corridor performance in real time to detect anomalies, failures, and inefficiencies, providing early visibility to partners on potential disruptions.
• Take full ownership of critical incidents and escalations, driving resolution across internal teams including NOC, Product, Engineering, and Compliance.
• Act as a trusted operational advisor, guiding partners on best practices for API usage, transaction flows, and corridor requirements while supporting safe scaling.
• Analyze transaction data, QoS metrics, and failure trends to identify systemic issues and work with internal teams on long-term fixes.
• Define, track, and report on key operational and quality metrics for assigned partners, delivering actionable insights to both partners and internal stakeholders.
Success in this role (6–12 months) means partners experience reduced friction and faster resolutions, issues are identified proactively before escalation, recurring problems are resolved through systemic fixes, and cross-functional collaboration enables quicker incident management.
REQUIREMENTS:
• 5+ years of experience in customer operations, technical account management, or payments operations within fintech or financial services (payments preferred)
• Strong understanding of API-driven platforms, transaction lifecycles, and payment operations
• Proven ability to manage complex operational issues and drive resolution across multiple stakeholders
• Strong analytical skills with ability to interpret data and identify root causes
• Excellent communication skills managing both external partners and internal teams
• Ideal traits: ownership mindset, proactive problem-solving, structured thinking, calm under pressure, execution-focused approach
