Associate Product Operations
7 days ago
At Opn, we believe the digitalization of the economy has opened up the world and offers endless opportunities to grow and make meaningful connections with one another. Opn is powered by its payment infrastructure sister company, Omise Payment Holdings, which provides one-stop online payment solutions.
Opn connects people, businesses and society in innovative ways to provide fair and open access to a growing economic ecosystem under its vision of enabling access to the digital economy for everyone. We are on a mission to make digital finance seamless and borderless for people and businesses. Our solutions are used by thousands of companies worldwide including Toyota, ByteDance, ICBC, SCB, True, Allianz Ayudhya, McDonald’s, BMW, King Power and Pomelo.
We are obsessed with solving financial coordination problems and developing new business models and technology that enable businesses to grow. We focus on addressing financial complexities and chokepoints by offering seamless and borderless solutions for our customers because we want them to focus on their core business and value proposition.
As a value-driven organization, we are dedicated to selecting and retaining the sharpest minds across all functions. Help us make digital finance seamless and borderless for people and businesses.
**Why we need you**
At Opn, we are dedicated to providing seamless and innovative payment solutions to businesses across the globe. As we continue to grow, we are looking for an Associate Product Operations specialist to enhance our operational efficiency and ensure a smooth experience for our customers.
**What you will be doing**
- **Operation and Support**
- Identify root causes, resolutions, and workarounds for customer issues/tickets raised by the frontline support team
- Provide technical support and training to Opn Customer Success Operations staff in reproducing and troubleshooting customer-reported issues before escalation to the Product or Engineering team
- Analyze SLA adherence on a monthly basis, addressing any deviations promptly to ensure 95% compliance - Technical Service - HelpScout and Jira Stats
- Support to update system configuration changes e.g. routing rules, configs, credentials, contract engine
- Identify the gap and lead the internal product improvement and new feature release
- Identify, suggest, and work to improve product operational process in each product area based on the current operational process
- Maintain our customer support technical knowledge base
- Test new deployment to verify result is in line with expectations
- **Incident**
- Work with SOC to ensure that root cause analysis is conducted for 100% of critical and major (P1/P2) incidents, identifying underlying causes and contributing factors to address recurring issues and reduce repeat incidents
- Propose preventive actions and suggest permanent solutions to prevent recurrence of service incidents and customer inquiries
**You**
- Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related field.
- 1-3 years of experience in technical support, or related fields.
- Strong problem-solving and analytical skills with a keen eye for process improvement.
- Experience with Jira, HelpScout, SQL queries, and system monitoring tools is a plus.
- Ability to work cross-functionally with Product, Engineering, and Customer Support teams.
- Excellent communication in Thai and English.
- A proactive mindset with the ability to work in a fast-paced environment.
**How to apply**
- 2-3 Interviews with the hiring team, People Operations team and all stakeholders involved in the process
**Why you’ll love it here**
- Work with other talented, ambitious international colleagues who love their craft
- A modern and well-equipped work environment
- Flexible working hours
- A medical healthcare plan and annual health check-up
- A friendly bunch of colleagues
**What we believe in**
- We cultivate teamwork and a trust-based working culture
- We celebrate diversity and continuous improvement
- Giving our employees the opportunity and create for their own success
**About Opn**
- Founded in 2013 (formerly Omise), 500 people
- Headquartered in Japan, with operational headquarters in Bangkok and offices in Singapore, Indonesia, Malaysia and Vietnam
- Raised over $236M of funding to date from institutional investors including SCB10X, SPARX Group Co. Ltd., Toyota Financial Services Corporation, JIC Venture Growth Investments, MUFG Bank, Mars Growth Capital, Ascend Venture Group, and more
- Won Digital Startup of the Year at Digital Thailand Big Bang 2017
- Won Forbes Japan Startup of the Year 2018
- Won 3 awards from International Business Magazine Award 2020
- Most Innovative Electronic Payment Platform for Singapore
- Most Innovative Seamless Transactions Provider for Singapore
- Best Payment Solutions Provider in Singapore
- Won Mizuho Innovation Award 2022 (Q2)
**Life at Opn**
Nearly 500 Opners work from our six office locations as
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