Job Overview:

Are you an experienced operations or customer support professional looking to excel in the fast-growing fintech space?

Our client is seeking a detail-oriented Night Shift Fintech Operations and Support Specialist to manage critical overnight operations, payment processing, KYC verification, and system monitoring. In this role, you will review customer applications, process withdrawals within established controls, and exercise sound judgment to identify potential errors or unusual activity. To succeed, you should bring a background in financial services or transaction processing, quick adaptability, and strong attention to detail; proficiency in an additional language, particularly Spanish, is a strong plus. Join a dynamic team where your initiative and proactive problem-solving directly drive operational excellence! 

Schedule:

Monday - Friday, 12:00 AM - 09:00 AM AET, with 1 hour paid break (40 work hours per week)

Responsibilities:

KYC & Customer Application Verification

• Review customer applications and supporting documentation against established Know Your Customer (KYC) requirements.
• Verify that submitted information meets the client's predefined approval criteria.
• Contact customers to request missing information or additional documentation when necessary.
• Identify inconsistencies or potential red flags and escalate applications that require further review.
• Suggest improvements to verification workflows to reduce inefficiencies and improve the customer experience.

Payment & Withdrawal Processing

• Review and process eligible customer withdrawals and payments within predefined transaction limits and approval conditions.
• Verify transaction details and complete the required checks before approving payments.
• Use the designated platform and, where required, the relevant payments console to complete transactions.
• Exercise sound judgment in identifying unusual amounts, inconsistencies, potential errors, or other red flags that automated checks may not detect.
• Hold and escalate transactions that appear incorrect, suspicious, or outside established criteria rather than proceeding without clarification.
• Follow established security procedures, transaction controls, and escalation protocols at all times.

Customer Support

• Respond to customer enquiries through live chat, email, and occasional phone calls.
• Act as the primary customer contact during quieter periods when AI support is not required.
• Provide second-line support when customers need assistance from a human after interacting with an AI agent.
• Investigate customer concerns, provide clear and accurate information, and escalate more complex issues when necessary.
• Balance customer support responsibilities with overnight operational priorities.

AI Support & Knowledgebase Improvement

• Review AI-generated responses and identify inaccuracies, gaps, or opportunities for improvement.
• Help maintain and improve AI response guidelines and customer support knowledgebase content.
• Identify recurring customer enquiries that could be addressed through improved documentation or automation.
• Suggest practical ways to improve response accuracy, consistency, and customer experience.

System Monitoring & Issue Escalation

• Monitor operational systems and respond to issues identified through system checks or reported by customers.
• Investigate problems within the scope of established procedures and available resources.
• Follow documented escalation pathways, including contacting external vendors or designated Australian team members when required.
• Respond calmly and methodically to urgent issues, ensuring the appropriate people are notified promptly.
• Record incidents, actions taken, and outstanding matters for follow-up.

Account Administration & General Operations

• Assist with customer account administration and other operational tasks as required.
• Maintain accurate records and ensure assigned tasks are completed correctly and on time.
• Support ad-hoc operational projects and general business processes.
• Identify opportunities to simplify workflows, reduce manual effort, and improve operational efficiency.

Requirements:

• Strong written English and reasonable spoken English for occasional customer calls.
• Excellent attention to detail, particularly when reviewing applications, documentation, and financial transactions.
• Sound practical judgment and the ability to identify errors, inconsistencies, and unusual activity.
• Ability to work independently, take initiative, and resolve routine issues without constant supervision.
• Strong problem-solving skills and the ability to make sensible decisions within established guidelines.
• Ability to learn new systems, tools, and procedures quickly.
• Calm and methodical approach when handling unexpected issues or time-sensitive tasks.
• Comfortable communicating with customers through live chat, email, and occasional calls.
• Reliable, organized, and able to manage competing priorities during overnight hours.
• Willingness to follow security procedures, maintain confidentiality, and escalate matters beyond their authority.
• Availability to work the required overnight shift aligned with Australian Eastern Time.

Qualifications:

Nice to Have:

• Experience in operations, transaction processing, KYC verification, account administration, or customer support.
• Familiarity with fintech, financial services, online trading, or financial markets.
• Experience using customer service platforms, AI-powered support tools, or knowledgebase systems.
• Previous experience identifying process inefficiencies and recommending practical improvements.
• Additional language skills, particularly Spanish, although other languages are welcome.

Training & Onboarding:

• Onboarding and knowledge transfer will be arranged with an existing team member during overlapping working hours, where practical.
• The successful candidate will gradually assume responsibility for overnight operations as they demonstrate sufficient knowledge, accuracy, and confidence.
• Once trained, the candidate will manage assigned operational processes independently while following documented procedures and escalation protocols.

What Success Looks Like: 

The successful candidate will:

• Complete application reviews and payment processing accurately and consistently.
• Recognize obvious errors and potential red flags before approving transactions.
• Work independently and make sound decisions within established guidelines.
• Respond appropriately to operational incidents and customer concerns.
• Maintain reliable overnight operational coverage and clear records of completed tasks.
• Identify practical opportunities to improve workflows, AI responses, and the overall customer experience.

Independent Contractor Perks:

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations

Note:

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.

One application, multiple possibilities: When you apply, our team reviews your background against all current openings, not just this one! If a different role fits your skills, we'll get in touch! We also encourage you to keep exploring our job board and apply directly to any position that excites you.