Senior Operations Associate

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      "postalCode": "1000",
      "addressCountry": "Indonesia"
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    "datePosted": "2025-03-05",
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    "description": "<p><span style=\"color: #000000; font-size: 11pt; font-family: Calibri,sans-serif; font-weight: bold; text-decoration: none;\">About Fasset:</span></p>\n<p><span style=\"color: #000000; font-size: 10pt; font-family: Calibri,sans-serif; text-decoration: none;\">Fasset is a global digital asset gateway that brings unparalleled accessibility to the digital asset space.</span></p>\n<p><span style=\"color: #000000; font-size: 10pt; font-family: Calibri,sans-serif; text-decoration: none;\">Through our simple, safe and innovative digital assets, we provide people in emerging markets the opportunity to build a better future. We are pioneering web3 technologies and driving adoption of digital assets for the next billion.</span></p>\n<p><strong><br></strong></p>\n<p><span style=\"color: #000000; font-size: 10pt; font-family: Calibri,sans-serif; text-decoration: none;\">We are creating a team of champions and are looking for </span><span style=\"color: #000000; font-size: 10pt; font-family: Calibri,sans-serif; font-weight: bold; text-decoration: none;\">World Class</span><span style=\"color: #000000; font-size: 10pt; font-family: Calibri,sans-serif; text-decoration: none;\"> talent to join our team. If you’re looking for a place that values your hustle, courage, and desire to do things differently, then we want to get to know you!</span></p>\n<p><strong><br></strong></p>\n<p><strong><br><span style=\"color: #000000; font-size: 10pt; font-family: Calibri,sans-serif; text-decoration: none;\">As an Operations Senior Associate you will be a key player in ensuring the seamless operation of our customer service processes. Your role will involve overseeing and optimising the various facets of customer support operations including compliance and sanction screening. You will be working collaboratively with teams to resolve customer queries and ensure seamless support to meet tight SLA and deadlines.</span></strong></p>\n<p> </p>\n<p><strong><span style=\"color: #000000; font-size: 10.5pt; font-family: Calibri,sans-serif; font-weight: bold; text-decoration: none;\">What you’ll do</span></strong></p>\n<ul>\n<li><span style=\"color: #000000; font-size: 10pt; font-family: Calibri,sans-serif; text-decoration: none;\">Manage and optimise day-to-day customer support operations to ensure seamless and efficient service delivery.</span></li>\n<li><span style=\"color: #000000; font-size: 10pt; font-family: Calibri,sans-serif; text-decoration: none;\">Identify opportunities for process enhancement and implement solutions to streamline workflows, increase efficiency and improve overall customer satisfaction.</span></li>\n<li><span style=\"color: #000000; font-size: 10pt; font-family: Calibri,sans-serif; text-decoration: none;\">Collaborate closely with different departments, including Product, Finance, and Compliance, to resolve customer issues.</span></li>\n<li><span style=\"color: #000000; font-size: 10pt; font-family: Calibri,sans-serif; text-decoration: none;\">Coordinate with the Compliance team to ensure the users adhere to regulatory requirements and industry standards, fostering a secure and compliant environment for all operations.</span></li>\n<li><span style=\"color: #000000; font-size: 10pt; font-family: Calibri,sans-serif; text-decoration: none;\">Coordinate deposit or withdrawal of transactions with the finance team.</span></li>\n<li><span style=\"color: #000000; font-size: 10pt; font-family: Calibri,sans-serif; text-decoration: none;\">Oversee the resolution of escalated customer issues, working closely with product and engineering teams to ensure timely and satisfactory resolutions.</span></li>\n<li><span style=\"color: #000000; font-size: 10pt; font-family: Calibri,sans-serif; text-decoration: none;\">Contribute to the training and development of customer support staff, ensuring alignment with operational best practices and company policies</span></li>\n<li><span style=\"color: #000000; font-size: 10pt; font-family: Calibri,sans-serif; text-decoration: none;\">Maintaining a working knowledge of company products, SoPs and trackers to effectively communicate with customers.</span></li>\n<li><span style=\"color: #000000; font-size: 10pt; font-family: Calibri,sans-serif; text-decoration: none;\">Assist in any ad-hoc reporting and duties assigned as and when required.</span></li>\n</ul>\n<p><strong><span style=\"color: #000000; font-size: 11pt; font-family: Calibri,sans-serif; font-weight: bold; text-decoration: none;\">Who will excel?</span></strong></p>\n<p><br></p>\n<ul>\n<li><span style=\"color: #000000; font-size: 10pt; font-family: Calibri,sans-serif; text-decoration: none;\">Experience in customer service and fintech operations is desirable.</span></li>\n<li><span style=\"color: #000000; font-size: 10pt; font-family: Calibri,sans-serif; text-decoration: none;\">Familiarity with various CRM tools such as Zendesk, HubSpot or Freshdesk.</span></li>\n<li><span style=\"color: #000000; font-size: 10pt; font-family: Calibri,sans-serif; text-decoration: none;\">Familiarity with agile methodology and experience in using Jira for project management.</span></li>\n<li><span style=\"color: #000000; font-size: 10pt; font-family: Calibri,sans-serif; text-decoration: none;\">Exceptional communication and interpersonal skills to inspire and motivate cross-culture teams.</span></li>\n<li><span style=\"color: #000000; font-size: 10pt; font-family: Calibri,sans-serif; text-decoration: none;\">Manage workloads and teams across multiple countries and timezones.</span></li>\n<li><span style=\"color: #000000; font-size: 10pt; font-family: Calibri,sans-serif; text-decoration: none;\">Proficiency in multiple languages such as Bahasa Indonesia or Turkish or Arabic is a plus.</span></li>\n<li><span style=\"color: #000000; font-size: 10pt; font-family: Calibri,sans-serif; text-decoration: none;\">Solutions mindset: passion to find the right solution for Customer, and resolve the issue overcoming obstacles.</span></li>\n<li><span style=\"color: #000000; font-size: 10pt; font-family: Calibri,sans-serif; text-decoration: none;\">The ability to quickly adapt and implement feedback in a constructive manner.</span></li>\n<li><span style=\"color: #000000; font-size: 10pt; font-family: Calibri,sans-serif; text-decoration: none;\">The ideal candidate will be comfortable in a fast-paced, multi-tasked, high-energy environment like Fasset.</span></li>\n</ul>\n<p><strong><br><br></strong></p>",
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