Operations Support Associate

About Payfuture: Payfuture is a premier, rapidly growing FinTech innovator and Payment Service Provider (PSP) dedicated to revolutionizing local payment infrastructures across emerging markets worldwide. Built for speed, security, and immense transaction volume, our platform unifies complex digital payment paths, helping global e-commerce merchants seamlessly scale their operations. We foster an agile, values-led environment that rewards proactive execution, high accountability, and continuous skill set expansion.

Position Overview

We are seeking an organized, technically curious Operations Support Associate to act as our frontline customer success and merchant technical advisor in Metro Manila. In this fast-paced operations track, you will go beyond traditional chat handling to monitor day-to-day transactional systems and actively assist merchant clients with their software and technical payment integrations. Working closely with internal teams, you will track inquiries across Zendesk environments, resolve complex client complaints, and systematically document transaction trends following strict standard operating procedures. This role demands exceptional communication etiquette and the flexibility to navigate shift rotations effortlessly.

Key Responsibilities

• Frontline Merchant Support: Handle high-volume inbound merchant channels promptly, providing accurate product information and tracking client inquiries across multi-channel environments.
• Technical Integration Assistance: Guide e-commerce vendors through their baseline payment gateway setups and merchant technical integration pathways.
• Live Operational Monitoring: Take an active part in tracking real-time daily payment flows, logging technical anomalies, and verifying transaction completion baselines.
• Complex Complaint Resolution: Acknowledge, triage, and de-escalate complicated client complaints, utilizing structured escalation paths to route technical concerns to backend engineering squads.
• System & Ticket Maintenance: Maintain meticulous system documentation logs covering customer transactions, internal comments, and service feedback loops inside Zendesk and G-Suite.
• Workflow Efficiency Evaluation: Proactively identify data tracking errors and provide structured feedback to help leadership optimize the overall client support infrastructure.

Required Skills & Qualifications

• 1+ years of verified professional customer support history explicitly backing English-speaking businesses or corporate clients (e-commerce or PSP backgrounds heavily preferred).
• Strong foundational computer literacy running e-commerce tools, unified helpdesk engines (such as Zendesk), and advanced data spreadsheets.
• Outstanding written and verbal English communication mechanics, carrying impeccable chat and email etiquette benchmarks.
• Demonstrated capacity to multi-task, prioritize high-priority incidents, and manage schedules effectively inside a high-pressure environment.
• Location Context: 100% remote-first working infrastructure flexibility open exclusively to qualified professionals permanently based in Metro Manila, Philippines.
• Shift Flexibility: Absolute willingness to work dynamic, rotating shift schedules to sustain continuous payment operations across international time zones.

Preferred Strategic Indicators (Nice to Have)

• Prior experience operating within Payment Service Provider (PSP) architectures, digital wallets, or payment gateway fintech startups.
• A proven tracking history of over-achieving operational metrics, ticket resolution targets, or customer experience quotas.

What We Offer

• Highly competitive local compensation structure supplemented by continuous asset rewards.
• Direct enrollment into our premium Employee Share Option Scheme to align your personal milestones with company growth.
• The exceptional opportunity to join a high-velocity fintech pioneer, providing an unrivaled runway to level up your technical data skills.
• A highly collaborative, values-led workplace culture built around total transparency, speed, and relentless execution.