IN Associate - Payment Operations Support

Who We Are

Sporty Group is a consumer internet and technology business with an unrivalled sports media, gaming, social and fintech platform, which serves millions of daily active users across the globe via technology and operations hubs in more than 10 countries and 3 continents.

The recipe for our success is to discover intelligent and energetic people, who are passionate about our products and serving our users and attract and retain them with a dynamic and flexible work life, which empowers them to create value and rewards them generously based upon their contribution.

We have already built a capable and proven team of 450+ high achievers from a diverse set of backgrounds and we are looking for more talented individuals to drive further growth and contribute to the innovation, creativity and hard work that currently serves our users further via their grit and innovation.

Profile

The candidate should be an analytics-driven individual with excellent problem-solving skills

The candidate is expected to have proven experience in root cause analysis and handling escalated issues promptly in an internet company

The candidate is expected to have the experience in handling general inquiries and escalated issues promptly within an online customer service structure

The candidate is expected to be detail-oriented for financial data check with hands-on experience of back-office systems

Responsibilities

A successful candidate should be able to:

- Monitor payment processing channels and resolve payment processing issues.

- Monitor payment processing channels and ensure efficient and timely detection of issues and transaction approval-rate downgrades in payment.

- Execute defined SOPs for any issue or downtimes detected and participate in issue resolution by escalating to and collaborating with support teams of payment service providers.

- Communicate efficiently with external service providers and collaborate on issue resolution and other projects to enhance efficiency in payment processing.

- Perform daily operations tasks.

- Execute daily payment-related operations tasks as guided by SOPs.

- Customer support on payment-related support tickets

- Provide customer and business support by efficiently resolving payment-related support tickets within defined SLAs.

- Promote customer care while communicating with customers and adhere to customer-oriented resolution processes.

- Payment process improvements

- Perform in-depth analysis on payment trends, payment performance for specific channels and/or users and present details to internal stakeholders (Operations, Product, Technology, Finance team) and collaborate to achieve timely resolution of payment issues or other specific tasks relative to business enhancements or payment processing enhancements.

- Execute the transactions settlement processes to ensure consistency to status of payment transactions.

Requirements

The successful candidate will is/has:

- Fluent in written and spoken English.

- 2+ years of general experience in E- Commerce or related online company

- Operations support experience in gaming and with an interest in sports is a plus

- Excellent data manipulation, analysis and representation using Excel/ Google spreadsheet skills.

- Bachelor’s degree and above

- Should be flexible to work in night shifts and weekends on a rotation basis.

- Is a team player and promotes team cohesiveness.

- Should have learning and growth mindset and wants to acquire more knowledge.

Benefits

Annual Performance Bonus

Night Shift Allowance

Overtime Payment

Referral Hire Bonus

Health and Life Insurance

IT Asset provided

5 days working

Paid leaves of 21 days (excluding 12 public holidays)

Team fun activities

Quarterly Team Outings

Annual company retreat - Our Operations team went to Goa in 2022 and Udaipur in 2023 and more TBC!

Highly talented, dependable co-workers in a global, multicultural organization

Our teams are small enough for you to be impactful

Our business is globally established and successful, offering stability and security to our Team Members

Our Mission

Our mission is to be an everyday entertainment platform for everyone

Our Operating Principles

1. Create Value for Users

2. Act in the Long-Term Interests of Sporty 

3. Focus on Product Improvements & Innovation 

4. Be Responsible 

5. Preserve Integrity & Honesty 

6. Respect Confidentiality & Privacy 

7. Ensure Stability, Security & Scalability 

8. Work Hard with Passion & Pride

Interview Process

Remote 30 min Aptitude Test

Remote screening with our Talent Acquisition Team

Remote interview loop with 2x Ops Team Members (30 mins each)

Document verification

24-72 hour feedback loops throughout the process

Working at Sporty

The top-down mentality at Sporty is high performance-based, meaning we trust you to do your job with an emphasis on support to help you achieve, grow and de-block any issues when they're in your way.

Generally employees can choose their own hours, as long as they are collaborating and doing stand-ups etc. The emphasis is really on results. 

As we are a highly structured and established company we are able to offer the security and support of a global business with the allure of a startup environment. Sporty is independently managed and financed, meaning we don’t have arbitrary shareholder or VC targets to cater to. 

We literally build, spend and make decisions based on the ethos of building THE best platform of its kind. We are truly a tech company to the core and take excellent care of our Team Members.