Global Operations Manager (Account Management & Customer Success) Immediate Joiners preferred

*About TransFi *

TransFi powers the world’s payments, helping businesses and individuals access better ways to move money. Combining industry-leading coverage of currencies and payment methods, we deliver compliant payouts, collections, and ramp services across Asia, Europe, LatAm, Africa, and North America. In our pursuit to advance economic prosperity through borderless finance, TransFi’s enterprise-grade, developer-friendly platform is quietly transforming global payments—making international money movement faster, simpler, less expensive, and more reliable than ever.

TransFi is remote first; we believe the best talent comes from across geographies. We are building for the long term and look for strong owners, builders and big thinkers. Join us if you want to build the future of Web3.

*JD: Global Operations Manager (Account Management & Customer Success) *

This is an Account Management & Customer Success role. We are seeking a dedicated and results-oriented Operations/Account Manager to join our dynamic team. As an Account Manager, you will be responsible for managing client accounts, ensuring their success and satisfaction with our services.

Account management is crucial to the success of our company, so your role will be instrumental in achieving our client retention and growth goals. We are looking for someone with a strong background in customer service, relationship management, and a deep understanding of the Payments, Fintech, and Web3 industries in which our company operates.

TransFi operates in the B2B and B2B2C space, so familiarity with these models is advantageous. You should have a keen awareness of the importance of banking and payments compliance and be enthusiastic about navigating the evolving landscape of traditional and crypto payment systems.

Adaptability is key in this role, as Web3 technologies are constantly changing. You must be open to learning and collaborating with individuals from various backgrounds and geographic regions. What you were focused on last month may not be what you are working on today, so flexibility and a growth mindset are essential qualities for success in this position.

*Job responsibilities: What you'll do *

*Account Management: *

Monitor performance dashboards to track customer engagement, address conversion rate issues, and optimize volume and performance.
Establish and oversee a robust support system for clients across specific channels.
Collaborate with Sales, Marketing, and Product Development teams to elevate customer experiences.
Analyze customer data, feedback, and trends to drive ongoing enhancements.
Cultivate and nurture relationships with key customers, attending to their needs and strategizing on future initiatives.
Liaise closely with Engineering and Payment Tech teams to identify and resolve performance issues.
Collaborate with the Business Banking and Entities team, providing supportive data across various geographical areas.

*Customer Success Management: *

Develop and standardize customer query management systems utilizing tools such as Freshdesk.
Spearhead new projects, integrating AI technologies and Customer Service Tracking Tools to enrich customer interactions and service delivery.
Focus on bolstering Trust Pilot and CSAT ratings to reflect exceptional customer satisfaction.
Update existing Standard Operating Procedures (SOPs) as needed.
Efficiently resolve problems, manage tickets, uncover underlying issues, and collaborate with engineering to address customer concerns.

Program Management:

Align with the company’s strategic goals and product requirements.
Oversee and document key company initiatives, team activities, and compliance obligations.
Provide comprehensive updates on project statuses, risks, and accomplishments.
Drive process enhancements across internal teams to optimize execution and reporting.

*Engineering Project Management: *

Coordinate project activities to ensure timely deliverables and adherence to schedules.
Assist in defining project scopes, objectives, and requirements.
Maintain meticulous project documentation to ensure clarity and accountability.

*Contribution to Company and Culture: *

Exceed expectations by actively engaging in company initiatives.
Foster open and constructive feedback exchanges within the team.
Advocate for the company’s brand and maintain its reputation.
Support and actively contribute to a positive and inclusive company culture.

*Benefits *

Competitive salary package.
Remote-first working
Opportunities for growth.
A truly agile, fast-paced environment without complex decision-making. Be a part of truly global and winning team.