Payfi Product Support Manager

About usBitget Wallet is the non-custodial crypto wallet designed to make crypto simple and secure for everyone. With over 80 million users, we bring together a full suite of crypto services, including swaps, market insights, staking, rewards, DApp exploration, and payment solutions. Supporting 130+ blockchains and millions of tokens, Bitget Wallet enables seamless multi-chain trading across hundreds of DEXs and cross-chain bridges. Backed by a $300+ million user protection fund, it ensures the highest level of security for users' assets.About the RoleThis is a hybrid Operations + Technical Support role owning the day-to-day operational health and technical stability of our Payfi product across a broad vendor ecosystem — including payment channels, OTC vendors, Card vendors, Virtual Account vendors, KYC service providers, and other third-party providers. You will wear two hats: on the operations side, you manage vendor relationships, channels, SLAs, and escalations end-to-end; on the technical support side, you act as L2 support — troubleshooting production issues hands-on alongside engineering, handling exceptions, resolving escalated cases from customer service and app store feedback, and managing channel configuration.The ideal candidate is comfortable moving between a vendor negotiation call, a live production incident with developers, an escalated customer case, and a routing configuration change — all in the same day. You are the connective tissue between external vendors, internal engineering, customer service, and compliance.What you'll doVendor Management & Relationship OwnershipOwn end-to-end communication across all vendor types — payment channels, OTC, Card, Virtual Accounts, KYC service providers, and other providers — as the central coordination point between vendors and internal stakeholders.Lead contract negotiations and manage commercial terms with vendors and channel partners.Manage SLA agreements — monitor vendor performance against SLAs, hold vendors accountable, and drive improvement where targets are missed.Escalation & Case ManagementOwn the escalation process: triage vendor-related cases, escalate to the right parties, and follow through to closure.Review and investigate vendor-related cases, identify patterns, and escalate systemic issues cross-functionally with clear ownership.Monitoring & Trend AnalysisMonitor traffic, transaction trends, and channel performance to proactively detect anomalies before they escalate.Use data and dashboards to surface degradation and risks, and inform routing and vendor decisions.Technical Support ResponsibilitiesL2 Support & Escalation HandlingAct as Level 2 (L2) support for the Payfi product — the escalation point above frontline customer service.Receive, investigate, and resolve escalated cases from customer service, app store feedback/reviews, and other frontline channels.Bridge frontline teams and engineering: reproduce reported issues, provide clear resolutions or workarounds, and feed recurring pain points back into product and vendor improvements.Production Issue TroubleshootingServe as first responder for vendor-related production issues, driving investigation and resolution with technical teams.Perform hands-on troubleshooting with engineering to diagnose root causes and distinguish vendor-side vs. internal issues.Run internal checks with developers to reproduce cases, validate issues, and confirm resolutions before closing.Exception Handling (KYC & Payment Channels)Handle KYC anomalies and exception cases, coordinating across KYC service providers, internal teams, and compliance to resolve blocked or failed verifications.Handle payment channel exceptions — failed, stuck, delayed, or mismatched transactions — coordinating with vendors and engineering to resolve and reconcile.Track recurring exceptions across both KYC and payment channels, working with relevant teams to reduce exception rates over time.Admin Configuration & Channel OperationsManage administrative configuration including channel setup/config, routing rules, and transaction prioritization.Optimize routing and prioritization to improve success rates, cost, and reliability across channels.What you'll needExperience in payments, fintech, or a Payfi/PSP environment, ideally spanning both operations and technical support functions.Crypto / Web3 industry experience is required — you understand how the ecosystem works and are comfortable operating within it.Fluent in both English and Chinese (written and spoken) — able to work across international vendors and internal teams in both languages.Comfortable and proficient using AI tools in day-to-day work to improve efficiency — e.g. accelerating log analysis, triaging errors, summarizing incident threads, drafting vendor/internal communications, and speeding up investigation. You don't need to build AI systems, but you should understand what these tools are good at, know their limitations, and apply sound judgment on when to rely on the