Senior Operations Specialist (TH) - Customer Service - Global Payment (Third-party Associate)

Team Introduction The Global Payment team of ByteDance provides payment solutions - including payment acquisitions, disbursements, transaction monitoring, payment method management, foreign exchange conversion, accounting, reconciliations, and so on to ensure that our users have a smooth and secure payment experience on ByteDance platforms including TikTok.

Responsibilities:

• Regulatory Complaint & Dispute Management: Serve as the primary owner for handling end-to-end customer service and regulatory complaints, including cases escalated through Thai consumer-protection and financial-regulatory channels, and act as a mediator in conflict resolution within regulator-mandated timelines. Collaborate with internal and external stakeholders, including regulatory bodies, compliance teams, and operational units, to standardize best practices.
• Service Insight: Act as the Service SME, understanding the business requirements and stakeholder feedback to identify, document and ensure (through influence and robust data analytics) that the optimization is in line with local and industry practice. Complete root cause investigation of issues and partner with peer functions (like product manager, tech engineer, risk operation etc.) to support long-term resolution of the problem.
• Operational Excellence & Compliance: Build frameworks and processes that deliver an exceptional, efficient customer service experience, while ensuring the handling of customer personal data and payment operations complies with Thailand's local data-protection and payment regulations.

This role will be based onsite at our office and will require a 5-day onsite work arrangement.

Qualifications Minimum Qualification(s):

• Bachelor's degree in Business, Administration, Finance, Economics, Communications, Law, or a related field (or equivalent practical experience).
• 3+ years in payment operations, fintech, or banking or a similar industry.
• Fluent Thai, with strong verbal and written communication skills in English (for regular collaboration with cross-regional teams and stakeholders).
• Working knowledge of the Thai consumer-protection and financial-regulatory environment, including financial-consumer complaint channels and local data-protection requirements.
• Experience collaborating with cross functional teams to drive product iteration and issue resolution, managing cross-functional collaborations and driving process improvement.

Preferred Qualification(s):

• Experience in managing or partnering with BPO / call-center / customer-service teams in Thailand.
• Background in regulatory / ombudsman complaint handling and consumer dispute resolution in the financial or e-wallet sector.
• Familiarity with e-KYC and anti-fraud / account-security operations.

Important Note: Please be advised that this job posting is on behalf of a third-party agency. This is a 12-month temporary assignment managed by a third-party agency, who will be your employer. While you may be assigned to work at ByteDance, you will not be a ByteDance employee. All contractual terms, including payroll and benefits, will be handled by the third-party agency. By applying, you agree that the information provided in your application may be processed and retained by ByteDance for recruitment purposes and shared with the third-party agency in accordance with ByteDance's Applicant Privacy Notice https://jobs.bytedance.com/en/legal/privacy