Xflow is building cross-border payments infrastructure that provides businesses access to global markets, starting with those in India and subsequently other parts of South & South East Asia. We are enabling users to accept and payout money globally in a simple, reliable, compliant, transparent and financially compelling manner.
Xflow is hiring for its business operations team. The business operations team works across three broad areas - user issues, risk & compliance, and partnerships. The person hired for this role is expected to initially work across all three domains and specialize across one of them as the team grows.
This critical role involves daily interactions with our users/partners and helping them with whatever they are stuck on. This role differs from a typical customer support role, where you respond with pre-created responses. You should be able to understand the problem and identify what could have caused it. You must be familiar with Xflow’s systems and understand how our products work.
What will you do
Troubleshoot and solve external user issues
Analyze our processes and bring about changes to help scale our operations and improve user experience.
Work with the product team to automate operational tasks
Interact with bank partners to manage day-to-day operations as well as escalations
Partner closely with the Risk team to drive risk investigations and compliance checks
Work with the Business & Operations teams in conducting customer due diligence, sanctions screening,
and ongoing portfolio and transaction review.
Develop playbooks for critical processes.
Ensure the operations team follows processes.
Write & Run simple SQL queries to support an investigation of user issues
Bubble up critical issues/insights you gain from all user interactions at the proper forums to build impactful
products/resolve existing issues.
Be a part of building a brand-new team at Xflow.
Requirements
User-first mindset and is excited by the challenge of solving complex problems
Excellent communication skills, both written and verbal. You will be writing a lot of emails
Comfortable asking why and going deep to find the root cause of a problem
Enjoy learning about technology products and processes
Able to get things done by working collaboratively with different teams
Able to prioritize and focus on getting more done with fewer resources
2-5 years of experience
Willing to go above & beyond to serve our users