About Atome Financial
Headquartered in Singapore, Atome Financial is building a world-class tech enabled financial services platform that is the best companion of our customers lifetime. As a part of the Advance Intelligence Group, a Series D fintech unicorn and ranked Top 10 on LinkedIn's 2023 Top Singapore StartUps list with over 1,400+ staff worldwide, we are united by a shared vision and purpose: to Advance with Intelligence for a Better Life--for our customers, colleagues and communities.
Atome Financial operates in 5 ASEAN markets (Singapore, Malaysia, Indonesia, Philippines, and Thailand). We have 3 key products:
- Atome BNPL: A leading buy now pay later brand in ASEAN and partners over thousands of online and offline brands
- Atome Card: A paylater anywhere card.
- Kredit Pintar: A leading Indonesia digital lending apps, regulated and supervised by Indonesia's Financial Services Authority (OJK).
Our culture is built on values that are core to who we are and what we stand for:
- We foster an INNOVATION mindset
- We achieve results with EFFICIENCY and excellence
- We take pride in the QUALITY of our work
- We uphold INTEGRITY in all we do
- We embrace COLLABORATION to work across business lines and borders
Job Summary
We are seeking a dedicated, detail-oriented, and customer-obsessed
Senior Operations Specialist to join our team at Atome. In this role, you will guide and support our merchants through a seamless onboarding process, ensuring successful integration with our platform and a positive long-term partnership.
As a Senior Operations Specialist, you will lead cross-functional collaboration, coordinate resources, conduct training sessions, and address operational needs across teams. You will also champion merchant engagement initiatives, support user experience improvements, and handle escalations with empathy and efficiency to deliver timely resolutions.
Your Role
Merchant Engagement & Communication:
- Collaborate with the Account Management team to strengthen engagement and drive long-term success with longtail merchants.
- Send structured monthly communications to increase merchant awareness, campaign participation, and adoption of new initiatives.
- Strive to continually optimise merchant communications, ensuring clarity and consistency to reduce contact rates with FAQs and self-service resources.
Operational Success
- Drive process improvements to simplify and enhance merchant and end-user journeys.
- Manage escalations by identifying root causes and coordinating timely, customer-focused resolutions across teams.
- Lead end-to-end merchant onboarding and training, including API integrations, while troubleshooting gateway errors on e-commerce platforms (e.g., WooCommerce, Shopify, OpenCart).
- Ensure compliance with KYB requirements while keeping processes merchant-friendly.
- Collaborate with internal stakeholders to ensure smooth operations across marketing, product, and business verticals.
- Act as the voice of the customer, sharing insights and implementing solutions to enhance products, processes, and overall merchant experience.
What We're Looking For
- Customer-obsessed mindset: You care deeply about merchant and customer success, and always put their needs at the center of decisions.
- A customer-centric problem solver who balances empathy with operational efficiency.
- Strong sense of ownership and accountability, able to see challenges through to resolution.
- A proactive communicator who can foster trust and confidence with merchants.
- Someone who is agile and thrives in a fast-paced, cross-functional environment and embraces change as part of growth.
- Passion for improving processes, reducing friction, and driving customer engagement outcomes.
Required Skills And Qualifications
- Strong proficiency in Google Sheets/Excel (must-have), with experience in other Office Suites preferred.
- Familiarity with CRM systems, workflow automation tools (e.g., Zapier, appscript), and customer support platforms.
- Knowledge of e-commerce platforms and payment gateways.
- Experience with customer journey mapping or workflow design is a plus.
