Role Overview
Support and Operations Associate is an entry-to-early-career role focused on delivering day-to-day customer support and operational execution under the guidance of senior team members. This role is ideal for someone building a foundation in fintech payments support, with clear pathways to grow into a Senior Support Engineer role as troubleshooting skills, ownership, and process knowledge develop. Must be willing to work in rotational shifts to support our global customers and ensure seamless service coverage across different time zones.
Customer Support & Query Resolution
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Handle day-to-day customer support tickets and chats within defined SLAs, escalating complex or high-impact issues to senior team members.
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Investigate and troubleshoot routine customer queries with guidance, ensuring timely and accurate responses.
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Support merchant onboarding activities by assisting with basic testing, documentation, and coordination tasks.
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Assist customers with product walkthroughs and first-level operational guidance.
Service Quality & SLA Adherence
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Adhere to defined SLAs, response timelines, and support processes for all assigned tickets.
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Maintain accurate and up-to-date ticket records, ensuring proper categorization and documentation.
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Flag recurring or unresolved issues to seniors for review and follow-up.
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Contribute to improving CSAT by maintaining quality and consistency in customer communication.
Basic Technical Troubleshooting
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Perform first-level investigation of payment, payout, and integration-related queries, escalating unresolved or complex cases to Senior Support Engineers.
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Coordinate with internal teams (Product, Engineering, Operations) as directed for issue follow-up.
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Provide timely status updates on assigned tickets to customers and internal stakeholders.
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Assist in maintaining incident logs and basic documentation for ongoing issues.
Knowledge Base & Process Support
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Follow established SOPs and troubleshooting guides for issue handling.
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Flag gaps or outdated information in SOPs and knowledge base articles to seniors.
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Support the team in testing and adopting new tools, dashboards, or process changes.
Learning & Collaboration
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Actively build product, process, and troubleshooting knowledge through training and shadowing senior team members.
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Collaborate with peers to share learnings and support each other on ticket handling.
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Participate in team training sessions and apply feedback to improve performance.
Cross-Functional Support
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Assist in coordinating with Product, Tech, and Operations teams on routine issue follow-ups as guided by seniors.
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Communicate basic status updates on assigned tasks and tickets to relevant stakeholders.
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Support cross-functional projects (migrations, process rollouts) with execution-level tasks as assigned.
Reporting & Tracking
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Maintain personal ticket trackers and update status regularly.
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Support seniors in compiling data for SLA adherence, backlog, and resolution timeline reports.
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Assist in preparing basic status updates for ongoing tickets and projects.
Qualifications & Experience
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1–3 years of experience in customer support, operations, or a related field; fintech/payments exposure is a plus but not required.
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Bachelor's degree in any discipline; preference for candidates comfortable with numbers and process-driven work.
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Comfortable working with support tools (e.g., Freshdesk) and basic spreadsheet tools (Excel/Google Sheets).
Skills & Attributes
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Strong written and verbal communication skills.
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High attention to detail and comfort following structured processes and SOPs.
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Willingness to learn technical concepts related to payments, payouts, APIs, and reconciliation.
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Ability to work under time-bound SLAs and prioritize tasks effectively.
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Team player with a proactive, coachable attitude.
Our Commitment to Fairness
Finmo is an inclusive, people-first workplace that values merit and performance. We are committed to providing equal opportunities for all and to fostering a work environment free from discrimination. We evaluate all candidates on the basis of merit, performance, and role fit without regard to age, race, gender, religion, marital status, disability, or any other characteristic unrelated to job performance. At this time, we are only able to consider candidates who are already authorised to work in Singapore.
We provide a supportive environment where our people can grow, contribute meaningfully, and thrive. All hiring decisions are made in accordance with applicable employment and fair employment laws in the country of hire.
Note: Submissions by recruitment agencies will not be accepted. Only shortlisted candidates will be contacted.
Thank you for your interest in pursuing a career with Finmo!
