About the role

As an Operations Support, you will be responsible for developing reports to optimize fraud detection and operational efficiency, maintaining and improving internal SOPs, tools and knowledge base, and monitoring payment systems and PSPs (Grafana, Slack) for real time alerts. This will be a night shift role hours from 23:00pm - 07:00am. 

What you'll be doing

• Handling day-to-day backend operations including query resolution, content management and escalations
• Monitoring and managing Customer Service operations
• Analyse Customer Service processes and help identify areas of performance or process improvements
• Handling level 2/3 escalations providing support to our Customer Service team by analysing data and customer history
• Escalations to the Product, Technology, Trading and Payment teams as required
• To reconcile online payment transactions and monitor the success rate from downstream service providers
• To check potential fraud activities to mitigate the risk in online transactions, and escalate issues promptly if needed
• To execute daily & monthly payment review and provide reports if needed
• Website content management including banners, comments filtering, promotion landing pages, website content
• Handle customer queries via Social Media, Web Chat, E-mail and Calls

What you'll bring

• Fluency in English
• Strong Excel/Google Spreadsheet skills
• 1+ years of general experience in E-commerce or related online companies
• 1+ years of Level 2 Support or Payment/Tech specialist in gaming and an interest in sports is preferred
• Detail-oriented
• Analytics-driven
• Should be able to work on flexible shifts, including possibly working on public holidays and weekends