Merchant Operations Manager
Simplepay Gateway Sdn BhdKuala Lumpur, Kuala Lumpur, Malaysia13 hours ago
Job descriptionOwn the full onboarding flow — from application to activation — ensuring merchants go live in record time. Simplify and automate KYC and underwriting without missing a compliance note. Collaborate with Tech and Compliance to remove friction and keep the tempo fast and smooth. Lead a team of support maestros who believe in resolving at first contact. Build smart workflows, track SLAs, and analyze ticket trends to drive continuous improvement. Champion the merchant’s voice and convert feedback into actionable improvements. Manage disputes end-to-end, ensuring accuracy and speed in every resolution. Work with Risk and Product to reduce preventable chargebacks through smarter processes. Build trust with merchants through transparent and empathetic communication. Build scalable, data-driven operational systems that keep the orchestra in sync. Mentor team leads, empower individual contributors, and nurture a culture of ownership and pride. Run weekly operations reviews, ensuring every section knows their score and their timing. 8-12 years of experience in payments, fintech, or merchant operations. Strong foundation in process optimization, compliance workflows, and customer support operations. Proven leadership experience managing diverse teams across onboarding, support, or risk. Analytical, structured, and comfortable managing multiple moving parts simultaneously. Excellent collaborator who communicates with empathy and clarity. Thrives in a high-energy, data-driven, mission-focused environment. Reduced merchant onboarding turnaround time by 30%. Improved first-attempt ticket resolution rate to > Built SOPs that bring consistency and clarity across all merchant operations. Established a merchant experience dashboard with real-time visibility on key metrics. Hybrid work flexibility (WFH + office). A growth-driven, transparent, and high-trust culture that values speed and collaboration. Monthly fintech learning sessions, leadership roundtables, and Friday coffee chats. A team that plays hard, works smart, and always keeps the rhythm going.
Lead the Orchestra of Merchant Experience
At senangPay — A DOKU Company, we’re on a mission to deliver the most seamless merchant experience among payment gateways in Malaysia. From onboarding to chargebacks, every note in our merchant journey matters — and we need a conductor to bring harmony to it all.
As Merchant Operations Manager, you’re the orchestra conductor — leading sections like Onboarding, Customer Support, and Chargebacks & Refunds to play in perfect rhythm. You balance tempo, ensure every instrument (team) comes in on cue, and make sure the music never skips a beat.
If you thrive in a fast-paced environment, obsess over process precision, and believe excellence comes from both structure and soul — this is your stage.
About the Role
- Onboarding : Turning new merchants into live, transacting businesses at record speed.
- Customer Support : Providing answers that resolve, not deflect.
- Chargebacks & Refunds : Ensuring fairness, transparency, and trust at every dispute.
Your mission? Deliver the quickest onboarding experience in the market, drive first-contact ticket resolution, and make sure every merchant feels heard, valued, and supported.
You’ll work closely with Product, Tech, Compliance, and Finance — the strings, winds, brass, and percussion of our fintech orchestra — to ensure senangPay keeps delivering a world-class performance.
What You’ll Be Doing
Onboarding – Set the Tone
Customer Support – The Voice that Listens
Chargebacks & Refunds – Keep the Rhythm Steady
Process & People Leadership – Conduct with Clarity
Who We’re Looking For
What Success Looks Like
80%.
At senangPay, we believe the best merchant experiences are not solo acts — they’re symphonies. If you’re ready to conduct one of the most dynamic teams in fintech and create music merchants can feel, we want you on the podium.
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Operation Manager • Kuala Lumpur, Kuala Lumpur, Malaysia
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