Business Improvement Analyst
Xendit provides payment infrastructure across Southeast Asia, with a focus on Indonesia, the Philippines and Malaysia. We process payments, power marketplaces, disburse payroll and loans, provide KYC solutions, prevent fraud, and help businesses grow exponentially. We serve our customers by providing a suite of world-class APIs, eCommerce platform integrations, and easy to use applications for individual entrepreneurs, SMEs, and enterprises alike.
Our main focus is building the most advanced payment rails for Southeast Asia, with a clear goal in mind — to make payments across and within SEA simple, secure and easy for everyone. We serve thousands of businesses ranging from SMEs to multinational enterprises, and process millions of transactions monthly. We’ve been growing rapidly since our inception in 2015, onboarding hundreds of new customers every month, and backed by global top-10 VCs. We’re proud to be featured on among the fastest growing companies by Y-Combinator.
About the Job
At Xendit, we are seeking a Business Improvement Analyst who embodies our values. As we seek a highly motivated and skilled individual to contribute to our continuous growth and innovation. As a key member of the team, your primary responsibilities will revolve around enhancing our operational efficiency through tools improvement, ensuring seamless workflows and optimized processes. You will play a pivotal role in advancing our technological capabilities by driving improvements in our ticketing systems, fostering innovation and elevating user experiences.
Moreover, your expertise in our ticketing tools, will be instrumental in transforming creating automations, compiling raw data into actionable insights. As a Business Improvement Specialist, you will collaborate cross-functionally to develop and implement data-driven strategies, enabling informed decision-making across the organization. The ideal candidate possesses a deep understanding of emerging technologies, a passion for problem-solving, and a proven track record of implementing successful improvements in a business context.
Minimum Qualifications
- 2+ years of experience in business improvement, process improvement or a related role
- Proven experience with customer support ticketing systems such as Zendesk, FreshDesk, etc.
- Basic understanding of programming language & scripting (e.g., Python, JavaScript, or similar languages)
- Strong analytical, and problem solving skills with proven ability to identify the root causes, and potential solutions for corrective, and preventive actions
- Ability to drive projects independently (self-driven), working efficiently to deliver results rapidly (meet deadlines) and engaging the relevant stakeholders throughout the process (strong team player)
- Excellent communication and interpersonal skills
Preferred Qualifications
- Bachelor Degree in Information Technology, Computer Science, Industrial Engineering or a related field.
- 2+ years of experience in IT, engineering or a related role with a strong emphasis on technical integration to automate processes, configure systems, and integrate various tools
- Proven experience on operational excellence or automation
- Advanced understanding of database and programming language (e.g., Python, JavaScript, or similar languages)
- Preferably has experience in technical proficiency related to customer support ticketing systems such as Zendesk, FreshDesk, etc.
- Ability to analyze complex data sets and derive actionable insights
Responsibilities
- Anything related to customer support ticketing system:
- To manage all the processes related to our ticketing system tools
- To conduct continuous improvement on ticket handling which will be reflected on ticketing system
- To optimize the use of the ticketing system (Zendesk, Freshdesk) to improve workflow efficiency & operational excellence
- To implement automation and system configurations to enhance support operations.
- Collaborate with other teams
- To collaborate & help other stakeholders (internal or external CS) to implement new initiatives on our ticketing system, such as other regions, brands, etc
- To collaborate with analytics team to improve & maintain relevant data points
- Identify and analyze : conduct thorough analysis of current business processes to identify areas for improvement
