Operations Intern (Bybit Card)

About the Role
We are looking for a seasoned Card Operations Specialist to serve our continued expansion into different regions globally. Fresh Graduates who are willing to take on the challenge and have a sharp acumen for problem-solving are welcome to apply!
As part of the Card User Operations team, you will play a pivotal role in ensuring the seamless operation of one of our core products—the Card—while delivering exceptional service and satisfaction to our global customer base. Your primary focus will be on daily operational tasks, along with contributing to growth, improving user conversion, and shaping a product designed with a user-first approach.

Key Responsibilities
Customer Support & Expertise:

• Act as the card payment expert for the Customer Service team, ensuring SLAs are met for resolving escalated support tickets.
• Serve as the internal ambassador and go-to expert for all Card-related matters.

Issue Investigation & Resolution:

• Investigate and resolve issues raised by Customer Service or internal teams, including card payments, applications, rewards, and other card-related usage concerns.
• Take a proactive and thorough investigative approach, focusing on identifying and addressing root causes rather than offering surface-level fixes.
• Collaborate with internal stakeholders (developers, product, etc.) and external vendors to troubleshoot issues, leveraging logs, databases, and internal/external portals for resolution.

Market Launches and Operations:

• Ensure seamless go-to-market execution for new market or product launches, including planning for internal testing, external beta releases, and preemptively identifying major issues before full launch.
• Align and interact with key stakeholders such as compliance, risk, finance, and product/tech teams to ensure optimal market operations.

Continuous Improvement:

• Foster a growth-oriented mindset by collaborating with customer service and product teams to enhance the user experience and refine the user journey.
• Identify opportunities for operational and process improvements.
• Adopt a data-driven approach to analyze trends, monitor performance, and uncover potential issues for proactive resolution.

Product Operations:

• Actively participate in product discussions, providing insights from card operations and market intelligence to suggest features or enhancements that improve the cardholder experience and user journey.
• Drive product ideas, improvements, and enhancements to scale the product and elevate its features to better meet user needs.

Operational Management:

• Oversee settlement reconciliation with processors/BIN sponsors.
• Engage with processing or other vendors to resolve issues while ensuring high service quality and performance.
• Manage rewards operations, including stock monitoring, conceptualizing reward ideas, and implementing strategies to boost user retention and conversion.
• Support finance operations by initiating payment requests to vendors, reconciling invoices, and ensuring timely settlement of funds.
• Handle dispute management, including filing and managing cases with issuers, card schemes, and fraud disputes in collaboration with risk teams.
• Manage physical card stock to ensure availability and alignment with demand.

Compliance, Risk & Reporting:

• Collaborate with AML and Risk teams to optimize processes and ensure adherence to regulatory standards.
• Support regulatory reporting requirements, liaising with schemes, BIN sponsors, and partners as needed.

Requirements

• Knowledge of card management systems, card network rules and regulations, and how they work together is a strong advantage.
• Product management experience in fintech / insurtech is a plus.
• Inclination for creative work; expected to come up with ideas to further strategic objectives and have them implemented.
• Prior experience of 3-5 years on the job is preferred; fresh graduates with problem-solving acumen and a willingness to learn are encouraged to apply.
• Fluent English speaker; Mandarin Chinese is a plus but not required.
• Excellent communication skills, able to manage multiple stakeholders across different teams and cultural backgrounds.
• Knowledge of card issuing operations is a plus, but not required; a willingness to learn is preferred.
• Prepared to learn on the job and take on a diverse range of tasks within the operations team.

Why Join Us
At the company, we are committed to fostering a supportive and enriching work environment. Our benefits include:

• Study Growth Fund: Support for professional development and continuous learning.
• Internal Events: Regular team-building activities, workshops, and events promoting collaboration and innovation.
• Global Collaboration: Be part of a diverse, international team, working alongside colleagues from around the world.
• Career Advancement: Access opportunities for growth within a rapidly expanding global company.
• Internal Mobility: Long-term development is important; we offer internal job opportunities to help build your career path.