Lynk is the best place to seek, build and share credible human expertise. We power the new knowledge economy. Our Knowledge-as-a-Service platform unlocks the insights, experience and expertise of experts from around the world, helping people and companies make informed decisions. Our customers include Fortune 500 companies, leading investment houses, global family offices, top professional services firms, governments and other organizations.
As an Operations Support Associate, you will be one of the primary building blocks of our company. Operations Support Associate's help facilitate smooth interactions between our clients and our experts and assist with any support required during the lifecycle of these interactions. This is a fast-paced role wherein you will be coordinating with various senior stakeholders on a daily basis via mediums like phone, email, chat etc. You will be thinking on your feet to provide the best possible solutions to common and complex situations.
You will be responsible for troubleshooting technical issues and addressing frequently asked questions from both experts and clients. Each day, you will handle a diverse range of queries related to payment timelines, post-consultation follow-ups, and internal platform concerns. Your role will involve promptly and effectively resolving these matters, while collaborating closely with our CS and Tech teams to ensure a seamless consultation process.
What You'll Do
- Address and resolve expert escalations related to payment concerns promptly and effectively.
- Collaborate with the Client Solutions team to ensure a quick and satisfactory resolution to expert issues.
- Respond to experts in a timely manner, providing clear and concise information regarding payment status and expected timelines.
- Regularly update experts on the progress of their payment requests.
- Collaborate closely with the finance department to ensure accurate and timely processing of payments.
- Provide necessary documentation and information required for the finance team to complete transactions.
- Segregate payments based on predefined criteria, considering daily transaction schedules and compliance requirements.
- Implement best practices for efficient payment processing and accuracy.
- Utilize Zendesk to manage and track expert inquiries, ensuring that each query is addressed promptly and professionally.
- Thoroughly understand and adhere to the internal SOPs related to Payoneer (Lynk's Payment Portal) and Payment Method Information.
- Regularly review and update SOP documentation in accordance with changes in processes or regulations.
- Coordinate with Finance, Client Solutions teams and experts during the payment process life cycle.
- Maintain a high level of customer service through clear and concise communication.
What Expertise You'll Add To The Team
- Bachelor's degree with relevant experience in client support/client handling or related fields
- Ability to multitask, set priorities and manage time effectively
- Knowledge of basic technical skills like Mac OSX, Office Suite, Zendesk, MS Office and other project management tools.
- Fluency in Mandarin and English is required, Proficiency in Japanese is not essential but will be considered an added benefit
- Ardent learner with a attitude of constantly improving oneself
- Self-motivated, disciplined, with strong interpersonal skills
- Able to build good relationships with external and internal stakeholders
- Strong passion for business and enthusiastic about taking part in shaping LYNK's growth
- Function well in a very fast-paced startup environment
- Track record of excelling in small teams
- Team players who thrive in uncertainty and like to make things happen!
What We Commit To You
- Competitive remuneration package in a rapidly-expanding growth stage global company
- Cross-functional exposure and responsibility and enhanced bonus framework.
- An environment that respects diversity and inclusion
- The opportunity to collaborate with global colleagues and international clients
Notes
- LYNK employees are prohibited from trading Restricted Securities (defined as any security whose performance is linked to a single company) for any Personal Trading Account.
- All future new joiners are required to undergo a background check.
