Operations and Customer Support Manager

About Wonder

Wonder is a leading payments gateway and FinTech platform for merchants in Hong Kong and Asia Pacific, enabling any merchant to get paid effortlessly.

Currently, Wonder is Hong Kong’s first fully digital all-in-one payments gateway platform where any merchant can self-KYC online in minutes, open an account, collect payments and manage transactions all from a single mobile app. Core products include the Wonder App (Mobile App), Wonder Smart Terminal (O2O Payments), Wonder Card (Custom Card) and Wonder Portal (Desktop Dashboard). For selected merchants, Wonder also offers instant payments settlement (T+0), also one of the first in Hong Kong. As of today, Wonder is growing exponentially month-on-month and is well-positioned to become the no.1 payments gateway platform in Hong Kong.

Headquartered in Hong Kong, Bindo Labs raised its USD 6MM series A funding round in 2021 led by Hong Kong Telecom (HKT) / Pacific Century Group. Bindo Labs has offices across Mainland China and Asia Pacific, including Shenzhen, Changsha and Singapore.

Middle level

Hong Kong

What You Will Do:

• Responsible for overseeing the completion of administrative & operation tasks, customers support and other operational activities. To lead subordinate to keep records of customer interactions, process customer accounts and file documents.
• Lead a team for merchant onboarding process, payment partners communication, after sales services, training process.
• To develop, pilot, test, and roll out system for automation of internal operations, and service delivery flow. Required to be able plan, design, and execute with Product team on the logic and ongoing operation flow.
• As a leader, you will drive operational excellence within the team by collaborating on the design and implementation of efficient procedures. You will continuously seek and implement improvements to maximize productivity and achieve peak performance.
• To deal with requests and queries from customers, and partners in multi-channel in a timely and professional manner.
• Collaborate with other internal teams such as compliance, business development, product for cascading and/or escalations of merchants’ concerns.
• Work closely with head of product for automation system design/roll-out.
• Any ad-hoc tasks as required.

What We Are Looking For:

• Graduated from university with a Bachelor's degree or equivalent.
• Client service mindset - obsessed with client happiness, internally and externally.
• Experience & knowledge on one or more areas of account opening/client onboarding/payment/CDD review would be an advantage.
• Hands-on, process-oriented, structured thinker with strong problem-solving capabilities. Able to work independently and under pressure.
• Experience & knowledge with Data Management / Data Analytics are preferred; Experience & knowledge with SQL, Python, Tableau, Power BI or equivalent would be an advantage.
• Self-motivated with excellent communication and presentation skills.
• Strong problem solving skills, analytical skill, capable to comprehend technologies and system architectures and approaches.

• Proficient in both spoken and written English and Chinese (Mandarin and Cantonese).

• Immediate available is highly preferred.
  
  

What We Offer:

• Competitive base package
• Opportunity to take full ownership of a vertical
• Flat and open work culture
• International team environment
• Group medical insurance
• Birthday leave

At Bindo Labs / Wonder, we value passion, ideas and meritocracy. So if you believe you can make a difference and disrupt the FinTech space in Asia Pacific, back yourself and be part of this remarkable journey.