Support Operations Specialist - US hours

About Thunes

Thunes is the Smart Superhighway for money movement around the world. Thunes’ proprietary Direct Global Network allows Members to make payments in real-time in over 140 countries and more than 90 currencies. Thunes’ Network connects directly to over 12 billion mobile wallets and bank accounts worldwide, via more than 350 different payment methods, such as GCash, M-Pesa, Airtel, MTN, Orange, JazzCash, Easypaisa, AliPay, WeChat Pay and many more.

Thunes’ Direct Global Network differentiates itself through its worldwide reach, in-house Smart Treasury Management Platform and Fortress Compliance Infrastructure, ensuring Members of the Network receive unrivalled speed, control, visibility, protection, and cost efficiencies when making real-time payments globally. Members of Thunes’ Direct Global Network include gig economy giants like Uber and Deliveroo, super-apps like Grab and WeChat, MTOs, fintechs, PSPs and banks.

Headquartered in Singapore, Thunes has offices in 15 locations, including Barcelona, Beijing, Dubai, London, Manila, Nairobi, Paris, Shanghai, Hong Kong, Miami, Johannesburg, Riyadh, San Francisco and Atlanta For more information, visit: https://www.thunes.com/

Role Context

We are looking for a Support Operations Specialist to join our Operations team and help deliver exceptional support across customer operations and financial crime operations. This role is responsible for executing day to day operational processes while ensuring an excellent experience for both business customers and end users.

You'll work closely with the Support Operations Manager and partner with Compliance, Product, and Engineering to resolve issues, investigate suspicious activity, and help improve operational processes as the business scales.

This is an ideal opportunity for someone who enjoys problem solving, has strong attention to detail, and wants to build a career in payments operations and financial services.

Key Responsibilities

Customer Support Operations

• Respond to customer inquiries from both business clients and end users through established support channels.
• Troubleshoot payment and account related issues.
• Resolve customer requests within established service level agreements (SLAs).
• Escalate system issues, and complex cases to the appropriate internal teams.
• Maintain accurate case documentation and customer communications.

Financial Crime Operations

• Review transaction monitoring alerts for potentially suspicious activity.
• Investigate potential Account Takeover (ATO) events, including unusual login activity, account behavior, and payout requests.
• Escalate suspicious activity in accordance with established procedures.
• Apply account restrictions or payout holds when required by policy.
• Maintain complete and accurate investigation records to support compliance and audit requirements.

Operational Excellence

• Follow documented Standard Operating Procedures.
• Identify opportunities to improve operational efficiency and customer experience.
• Assist in documenting new processes and updating existing procedures.
• Participate in quality assurance reviews and continuous improvement initiatives.

Cross-functional Collaboration

• Work closely with Product, Engineering, Compliance, Fraud, and Payments teams to resolve operational issues.
• Provide operational feedback on recurring customer pain points.
• Support operational testing and rollout of new products and features.

Qualifications

Required

• 3-5 years of experience in customer support, operations, payments, or financial services.
• Excellent written and verbal communication skills.
• Strong attention to detail and organizational skills.
• Comfortable learning new systems and operational processes.

Preferred

• Experience in fintech, payments, banking, or money movement.
• Experience reviewing fraud, AML, or transaction monitoring alerts.
• Familiarity with payment operations, KYC, or compliance workflows.
• Experience working with ticketing systems and operational dashboards.