Operations Lead

This is a fully remote position, open to applicants in Taiwan.

📋 Description

• Serve as the primary Operations and Customer Service liaison for local regulatory issues and facilitate communication with regulators based on operational activities.

• Convert regulatory obligations into actionable steps for Customer Service Taiwan, SOP, Bot Ops, Compliance, Legal, Product, and other relevant teams.

• Assess and adapt operational policies, SOPs, chatbot dialogues, Help Center materials, and customer communication templates to ensure consistency and compliance.

• Collaborate with Legal, Compliance, Finance/Treasury, Product, Technology, Data, Sales/Trading, and Customer Service teams to establish scalable local operating procedures.

• Oversee daily operations, including transactions, trading activities, sweep statuses, rejected/pending/review cases, refunds, bank verification challenges, and escalations.

• Handle vendor dispute tickets, RFI cases, fraud/scam investigation requests, and other operational tickets within the specified SLA.

• Offer guidance and training to Customer Service teams for troubleshooting, BAU support, product launches, and campaign preparation.

• Collaborate with internal business units from a Customer Service standpoint to support new product or campaign launches in Taiwan.

• Identify operational deficiencies, perform root-cause analysis, enhance workflows, and reinforce risk controls.

• Create reports/dashboards and provide regular updates on essential operational and Customer Service metrics.

⛳️ Requirements

• Over 5 years of experience in operations, customer support operations, fintech, financial services, crypto exchange, payments, or other regulated sectors.

• Comprehensive understanding of the regulatory and business landscape.

• Experience in liaising with regulators, Compliance, Legal, Customer Service, Product, and cross-functional teams.

• Demonstrated experience in SOP review, process localization, operational go-live readiness, and issue escalation.

• Familiarity with exchange operations, trading operations, payment operations, fraud/scam investigations, refunds, or bank verification procedures.

• Strong analytical, problem-solving, stakeholder management, and communication abilities.

• Capability to work autonomously with a sense of ownership while collaborating across regions and business units.

• Professional fluency in both Mandarin Chinese and English.

• Experience with SQL/Python or dashboarding is advantageous.

🏝️ Benefits

• Competitive salary and company benefits.

• Work-from-home arrangement (subject to variation based on the specific work nature of the business team).

• Opportunities for career advancement and ongoing education.

• Flat organizational structure.

• Independence in an innovative setting.