Partner Operations Representative
In this role, you will manage operationally escalated cases from the Support Teams and keep bill pay services reliable and available. You will interpret user information and Sigma Charts, inform partners, and handle collections, forecasts and reconciliations until they are effective. You will communicate clearly with partners about issues, claims and outages, escalate them when needed, and coordinate with support and product teams verbally and in writing. You will write and ship clear public announcements, keep organized notes, and stay effective on Slack and Google Suite. You will juggle multiple tasks at once, from being on duty to treating bugs, claims and partner requests, and you will communicate precise requirements directly to the engineering team.
Responsibilities
- Manage operationally escalated cases from the Support Teams
- Interpret user information and inform partners
- Interpret Sigma Charts
- Make collections, forecasts and reconciliations and follow them up until effective
- Communicate clearly with partners regarding issues, claims and outages
- Escalate cases, claims and outages to partners
- Communicate with the support team and product team verbally and in writing
- Write and ship public announcements under supervision
- Keep organized notes and communicate effectively on Slack and Google Suite
- Multitask across duty shifts, bugs, claims and partner requests
- Communicate precise requirements clearly to the engineering team
Requirements
- Fluency in English and a local language
- At least a Bachelor's degree in IT or a related discipline
- 2 - 3 years of experience in a comparable position
- Work authorization in Mali
Benefits
- Generous health insurance for you and your dependents
- 26 weeks of parental leave for mothers and 4 weeks for fathers
- Subsidized child care
- Airtime reimbursement
- Free food
- Performance bonuses for strong performers