Bybit Card Operations Specialist

Customer Support & Expertise:

• Act as the card payment expert for the Customer Service team, ensuring SLAs are met for resolving escalated support tickets.
• Serve as the internal ambassador and go-to expert for all Bybit Card-related matters.

Issue Investigation & Resolution:

• Investigate and resolve issues raised by Customer Service or internal teams, including card payments, applications, rewards, and other card-related usage concerns.
• Take a proactive and thorough investigative approach, focusing on identifying and addressing root causes rather than offering surface-level fixes.
• Collaborate with internal stakeholders (developers, product, etc.) and external vendors to troubleshoot issues, leveraging logs, databases, and internal/external portals for resolution.

Market Launches and Operations

• Ensure seamless go-to-market execution for new market or product launches, including planning for internal testing, external beta releases, and preemptively identifying major issues before full launch.
• Align and interact with key stakeholders such as compliance, risk, finance, and product/tech teams to ensure optimal market operations.

Continuous Improvement:

• Foster a growth-oriented mindset by collaborating with customer service and product teams to enhance the user experience and refine the user journey.
• Identify opportunities for operational and process improvements.
• Adopt a data-driven approach to analyze trends, monitor performance, and uncover potential issues for proactive resolution.

Product Operations:

• Actively participate in product discussions, providing insights from card operations and market intelligence to suggest features or enhancements that improve the cardholder experience and user journey
• Drive product ideas, improvements, and enhancements to scale the product and elevate its features to better meet user needs

Operational Management:

• Oversee settlement reconciliation with processors/BIN sponsors.
• Engage with processing or other vendors to resolve issues while ensuring high service quality and performance.
• Manage rewards operations, including stock monitoring, conceptualizing reward ideas, and implementing strategies to boost user retention and conversion.
• Support finance operations by initiating payment requests to vendors, reconciling invoices, and ensuring timely settlement of funds.
• Handle dispute management, including filing and managing cases with issuers, card schemes, and fraud disputes in collaboration with risk teams.
• Manage physical card stock to ensure availability and alignment with demand.

Compliance, Risk & Reporting:

• Collaborate with AML and Risk teams to optimize processes and ensure adherence to regulatory standards.
• Support regulatory reporting requirements, liaising with schemes, BIN sponsors, and partners as needed.

Qualifications

• Knowledge of card management systems, card network rules and regulations, and how they work together is a strong advantage.
• Product management experience in fintech / insurtech is a plus.
• Inclination for creative work. Not only do you need to deal with the operational aspects, you are expected to come up with ideas (to further strategic objectives) and see them implemented through to the last details.
• You would not be receiving detailed guidance on what and how to do, but would need to make these decisions on your own.
• Prior experience of 3-5 years on the job is preferred.
• You speak, read and write English in a professional, nearly fluent manner. Mandarin Chinese is a plus, but not required.
• Excellent communication skills. You know how to manage multiple stakeholders across different teams / cultural and language backgrounds, who do not report to you or your team lead, can build and maintain horizontal connections.
• Knowledge of card issuing operations is a plus, but not a requirement. We would rather have someone smart and willing to learn, rather than someone who just has some experience with card issuing.
• Prepared to learn on the job and take on a diverse range of tasks within the operations team. While you may not initially assume full responsibility for the tasks outlined above, you should be ready and capable of handling them when required.