TL;DR
CX Operations Improvement Specialist (Fintech): Analyzing and resolving quality issues across global payout partners to enhance the reliability of the transaction ecosystem. Focus on identifying root causes, coordinating cross-functional resolution efforts, and optimizing operational workflows through data-driven insights.
Location: Nairobi, Kenya
Company
Thunes is a global fintech company providing cross-border payment solutions across multiple payout corridors.
What you will do
- Identify, analyze, and resolve operational failures within the payout ecosystem.
- Drive root cause investigations and implement sustainable long-term fixes with external partners.
- Coordinate issue resolution across internal product, engineering, and support teams.
- Manage project initiatives aimed at improving technical and operational process setups.
- Define and track quality metrics to provide actionable insights for stakeholders.
- Optimize workflows and automation to safeguard revenue and reduce transaction disruption.
Requirements
- 2-3 years of experience in technical or operational roles such as customer experience or business operations.
- Strong analytical and problem-solving skills with data interpretation ability.
- Experience with support platforms like Zendesk, Salesforce, or Freshdesk.
- Ability to collaborate cross-functionally and influence stakeholders effectively.
- Strong command of English, both verbal and written.
- Background in the payments industry is preferred.
Nice to have
- Knowledge of process improvement methodologies such as Lean or Six Sigma.
- Additional European language skills.
Culture & Benefits
- Opportunity to work in a rapidly growing global fintech environment.
- Exposure to complex global payout infrastructure and cross-cultural teams.
- Emphasis on continuous learning, professional development, and growth-oriented feedback.
- Fast-paced environment that balances operational speed with long-term quality improvement.