IN Associate

Who We Are

Sporty Group is a consumer internet and technology business with an unrivalled sports media, gaming, social and fintech platform, which serves millions of daily active users across the globe via technology and operations hubs in more than 10 countries and 3 continents.

The recipe for our success is to discover intelligent and energetic people, who are passionate about our products and serving our users and attract and retain them with a dynamic and flexible work life, which empowers them to create value and rewards them generously based upon their contribution.

We have already built a capable and proven team of 450+ high achievers from a diverse set of backgrounds and we are looking for more talented individuals to drive further growth and contribute to the innovation, creativity and hard work that currently serves our users further via their grit and innovation.

Profile

The candidate should be an analytics-driven individual with excellent problem-solving skills

The candidate is expected to have proven experience in root cause analysis and handling escalated issues promptly in an internet company

The candidate is expected to have the experience in handling general inquiries and escalated issues promptly within an online customer service structure

The candidate is expected to be detail-oriented for financial data check with hands-on experience of back-office systems

Responsibilities

A successful candidate should be able to:

- Monitor payment processing channels and resolve payment processing issues.

- Monitor payment processing channels and ensure efficient and timely detection of issues and transaction approval-rate downgrades in payment.

- Execute defined SOPs for any issue or downtimes detected and participate in issue resolution by escalating to and collaborating with support teams of payment service providers.

- Communicate efficiently with external service providers and collaborate on issue resolution and other projects to enhance efficiency in payment processing.

- Perform daily operations tasks.

- Execute daily payment-related operations tasks as guided by SOPs.

- Customer support on payment-related support tickets

- Provide customer and business support by efficiently resolving payment-related support tickets within defined SLAs.

- Promote customer care while communicating with customers and adhere to customer-oriented resolution processes.

- Payment process improvements

- Perform in-depth analysis on payment trends, payment performance for specific channels and/or users and present details to internal stakeholders (Operations, Product, Technology, Finance team) and collaborate to achieve timely resolution of payment issues or other specific tasks relative to business enhancements or payment processing enhancements.

- Execute the transactions settlement processes to ensure consistency to status of payment transactions.

Requirements

The successful candidate will is/has:

- Fluent in written and spoken English.

- 1+ years of general experience in E- Commerce, payments, banking or a related online company

- Operations support experience in gaming and with an interest in sports would be a plus

- Excellent data manipulation, analysis and representation using Excel/ Google spreadsheet skills.

- Bachelor's degree and above in a related subject (science major) would be beneficial.

- Should be flexible to work in night shifts and weekends on a rotation basis.

- Is a team player and promotes team cohesiveness.

- A learning and growth mindset and wants to acquire more knowledge.