Escalation Manager, Payment Gateway
Aspire is the leading all-in-one finance operating system for growing businesses in APAC. We are on a mission to reinvent business finance for a new generation of entrepreneurs and business owners, empowering startups and MSME to realise their full potential.
Founded in 2018, Aspire has raised over USD 300M+ across equity and debt from world-class investors. In 2023, we successfully closed an oversubscribed USD 100 million Series C equity round led by Sequoia Capital and Lightspeed Ventures with participation of Tencent, Paypal Ventures, LGT Capital Partners, Picus Capital and MassMutual Ventures. To power our solutions, we have partnered with some of the best companies in the world such as Visa and Wise and helped more than 15,000 businesses using our suite of products.
For 2 consecutive years in 2022 & 2023, Aspire has been awarded Best Employer of the Year and Startup of the year by Asia FinTech Awards, and also LinkedIn’s Top Startup in Singapore. In 2023, we also made it to CB Insights’ Top 100 Global Fintech List.
You will be amazed by the energy and experience of our team! Aspire serves as an environment for you to innovate and drive change with our team of ex-entrepreneurs, ex-founders, and high-achievers with international and diverse backgrounds.
Are you a top talent who is passionate about entrepreneurship? Join our rapidly growing team to make an impact in the fintech space!
About the Team
At Aspire, we are committed to empowering our customers throughout their journey with us. Our Operations Team ensures customers can operate seamlessly on our platform, and guarantee the best customer experience possible.
About the Role
You are responsible for managing the escalation for our payment gateway customers.
- Act as the primary point of contact for escalations related to payment gateway and Technical issues.
- Investigate and resolve escalated payment processing issues in a timely manner to ensure minimal impact on clients and partners.
- Collaborate with internal teams, including technical support, product development, and account management, to address and resolve escalated issues effectively.
- Work closely with stakeholders to influence and drive solutions that improve payment processes and enhance customer experience.
- Lead and manage migration projects related to payment gateways, ensuring smooth transitions and minimal disruptions for clients and partners.
- Provide regular updates and reports on escalated issues and project progress to senior management.
- Conduct training sessions for internal teams and external partners on payment gateway processes and best practices.
- Stay updated on industry trends, regulations, and best practices related to payment processing and escalate any potential risks or opportunities to the appropriate stakeholders.
- Provide Bahasa-speaking escalation support to clients, partners, and banks as needed.
Minimum Qualifications
- Bachelor's degree in business, finance, or related field.
- Proven experience in payment processes and payment gateway operations.
- Strong stakeholder influencing skills with the ability to drive consensus and action.
- Demonstrated project management skills, particularly in migration projects.
- Fluency in English and Bahasa is essential.
- Excellent communication and interpersonal skills.
- Ability to work well under pressure and handle escalated situations calmly and professionally.
- Strong analytical and problem-solving abilities.
- Experience working in a fast-paced environment and managing multiple priorities simultaneously.
- Willingness to work in the office for the first two months for the migration process
Preferred Qualifications
- Previous experience in payment gateway or fintech companies, showcasing knowledge of industry-specific practices and challenges.
What we offer
- Uncapped flexible annual leave.
- Hybrid work arrangement.
- Training subsidy for your professional growth.
- Wellness benefit.
- Team bonding budget to foster collaboration and sense of belonging.
- Flexibility to work from anywhere (for up to 90 days per annum).
- Culture is Key: We always strive to cultivate a special culture that brings special talents together - You can learn more about our culture on our careers site and LinkedIn Life page.
Equal Opportunity Statement
Aspire is an equal opportunity employer and is committed to providing equal employment opportunities to all qualified individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected characteristic as outlined by applicable laws.
Please note: by submitting your application, you acknowledge that you have read and understood Aspire’s Data Protection Policy for Employees, Freelancers, Contractors and Job Applicants (the “Policy”), and consent to the collection, use and disclosure of your personal data by Aspire for the purposes set out in the Policy. You may withdraw consent for such collection, use and disclosure, and make an access or correction request in respect of your personal data, in accordance with the Policy by emailing [email protected].
