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Member Experience Team Lead

1 hour ago

Manila, National Capital Region, Philippines Thunes Full time

About Thunes

Thunes is the Smart Superhighway for money movement around the world. Thunes' proprietary Direct Global Network allows Members to make payments in real-time in over 130 countries and more than 80 currencies. Thunes' Network connects directly to over 7 billion mobile wallets and bank accounts worldwide, via more than 350 different payment methods, such as GCash, M-Pesa, Airtel, MTN, Orange, JazzCash, Easypaisa, AliPay, WeChat Pay and many more.

Members of Thunes' Direct Global Network include gig economy giants like Uber and Deliveroo, super-apps like Grab and WeChat, MTOs, fintechs, PSPs and banks. Thunes' Direct Global Network differentiates itself through its worldwide reach, in-house Smart Treasury Management Platform and Fortress Compliance Infrastructure, ensuring Members of the Network receive unrivalled speed, control, visibility, protection and cost efficiencies when making real-time payments globally.

Headquartered in Singapore, Thunes has offices in 12 locations, including Barcelona, Beijing, Dubai, London, Manila, Nairobi, Paris, Riyadh, San Francisco, Sao Paulo and Shanghai. For more information, visit:

Context Of The Role

The Member Experience (MX) Operations Team Lead will manage and support a high-performing team responsible for delivering outstanding service to our customers. This role is pivotal to ensuring our clients receive seamless, timely, and effective support. The successful candidate will drive operational excellence, promote a customer-centric culture, and continuously seek ways to improve service quality in alignment with Thunes' standards.

Key Role Responsibilities

People Leadership & High-Performance Culture

  • Mentor and inspire a team of customer experience professionals, fostering a culture of psychological safety paired with radical accountability and a collaborative, supportive work environment.
  • Conduct data-driven coaching sessions and career growth conversations. Balance empathetic support with the courage to drive high standards, navigating complex performance discussions with clarity and fairness.

Operational Intelligence & Workflow Strategy

  • Oversee floor activities and Level 1 technical support workflows, ensuring response times and resolution quality meet targets not just through effort, but through smart resource allocation.
  • Monitor real-time queues and KPIs to proactively diagnose trends (e.g., a spike in a specific error type). Use data to distinguish between individual coaching needs and systemic process blockers.
  • Ensure agents are unblocked and focused on high-value tickets, leveraging our existing Smart Treasury and Compliance platforms to maximize efficiency.

Incident Command & Service Reliability

  • Act as the "MX Operational Incident Commander" during critical shifts. Triage technical outages and communicate effectively with stakeholders to maintain trust during instability.
  • Maintain a hands-on approach to validation, ensuring a high signal-to-noise ratio when escalating complex issues to the relevant teams.

Continuous Improvement & Strategic Alignment

  • Act as the primary translator for information flow, converting complex technical changes into clear directives that ensure consistent execution across the floor.
  • Champion operational efficiency by identifying repetitive manual tasks and partnering with other teams in MX, Product and Engineering to automate them.
  • Provide evidence-based feedback on platform defects to Product, Sales, and Account Management, turning frontline insights into permanent product or network improvements.

Qualifications

Graduate from a reputable university with a relevant degree program

Essential Experience & Requirements

  • At least 2 years' experience as a People Leader in a high-growth fintech, tech-driven operations, or B2B SaaS environment. Experience in the financial industry (payments, banking) is a strong plus.
  • Non-negotiable strong command of data to uncover insights and the ability to quickly master technical troubleshooting workflows. You don't just read reports; you understand what they mean for the business.
  • Proven track record of high-engagement leadership. You have the ability to build psychological safety and facilitate meaningful career growth conversations, while simultaneously driving high standards and ownership.
  • Proven ability to drive results and maintain accountability. You are comfortable having direct, constructive conversations about performance gaps and partnering with team members to close them.
  • High degree of self-sufficiency. You can make decisions during critical incidents and manage crisis communications without needing constant oversight.
  • Able to work in a dynamic team environment and manage internal conflict or friction with maturity and emotional intelligence.
  • Must possess a solution-focused approach with high energy and the ability to adapt to a fast-paced environment where priorities can shift quickly.
  • Strong analytical skills for dealing with complex deliverables and ambiguous situations.
  • Strong communication skills, fluent in written and spoken English, with the ability to tailor messages for agents, customers, and technical stakeholders.
  • Able to work primarily onsite to facilitate floor leadership, while adhering to our hybrid work policy (standard 4 days onsite, 1 day WFH).

Sound like you? Apply now