As an Operations Support, you will be responsible for developing reports to optimize fraud detection and operational efficiency, maintaining and improving internal SOPs, tools and knowledge base, and monitoring payment systems and PSPs (Grafana, Slack) for real‑time alerts. This will be a night shift role with hours from 23:00 pm – 07:00 am.

What you’ll be doing

• Handling day‑to‑day backend operations including query resolution, content management and escalations
• Monitoring and managing Customer Service operations
• Analyzing Customer Service processes and helping identify areas for improvement
• Handling level 2/3 escalations and providing support to our Customer Service team by analyzing data and customer history
• Escalating to the Product, Technology, Trading and Payment teams as required
• Reconciling online payment transactions and monitoring the success rate from downstream service providers
• Checkin...