Operations Manager

About the Company

YouTrip is a rapidly expanding multi-currency payments platform serving consumers and businesses across Asia Pacific. Since launching the region’s first multi-currency digital wallet in 2018, the company has grown into a trusted platform used by millions and processing more than US$15 billion in payment value each year. Its consumer and business offerings, YouTrip and YouBiz, are designed to make financial services more inclusive, accessible, and affordable. Backed by over US$110 million in funding, including a recent Series B led by Lightspeed Venture Partners, the business continues to build digital finance products for the region. The company has also received recognition from the World Economic Forum, CNBC, and LinkedIn as a leading innovator and startup.

Role Overview

The company is looking for an experienced Operations Manager to oversee an offshore customer support team and take ownership of end-to-end customer operations for Australian users. This position blends team leadership, operational management, and customer advocacy. You will be expected to guide the support team’s performance and capability while also stepping back to identify wider customer journey issues, recurring patterns, and root causes that extend beyond individual cases.

You will work closely with teams such as Compliance, Legal, Product, and Marketing to make sure support operations do more than resolve cases — they also help improve the overall customer experience in Australia.

Mission

Build and run a high-performing customer support operation that is designed around customer needs, aligned with compliance requirements, and constantly improving at scale.

Responsibilities

• Lead the offshore customer support team serving Australian customers.
• Set and reinforce expectations for empathy, accuracy, tone, and resolution quality.
• Coach team members to understand customer context and think beyond single-ticket resolution.
• Create a customer-first culture while keeping risk and compliance standards strong.
• Own the full customer support journey for Australian users.
• Handle sensitive, complex, or high-risk escalations such as scams, fraud, and ID verification issues.
• Act as the final escalation contact when customer needs and regulatory considerations overlap.
• Represent customer perspectives in internal discussions and balance immediate fixes with long-term improvements.
• Work with Compliance, Legal, and Operations to ensure support handling follows Australian regulations and consumer protection expectations.
• Convert regulatory obligations into practical guidance that supports both compliance and positive customer outcomes.
• Keep training content and support processes updated as policies, products, or regulations change.
• Create, implement, and maintain SOPs, workflows, and escalation paths for Australian support operations.
• Identify repeat pain points and systemic issues across the customer journey.
• Reduce repeat contacts, friction, and unnecessary escalations through process improvement.
• Maintain a clear and useful knowledge base that enables consistent support quality.
• Collaborate with Product, Marketing, and Operations to anticipate customer impact from launches, campaigns, or changes.
• Share customer insights and trends to help shape product improvements and roadmap decisions.
• Support incident and issue management with emphasis on root-cause resolution.
• Help position customer support as a strategic function rather than only a reactive one.
• Own customer operations metrics such as resolution time, CSAT, QA scores, backlog, and escalation volume.
• Use data to identify trends, risks, and opportunities across the customer lifecycle.
• Provide clear performance and insight reporting to local and regional stakeholders.

Requirements

• At least 4 years of experience in customer operations, customer experience, or support leadership.
• Demonstrated success managing offshore or distributed customer support teams.
• A strong customer-focused mindset with the ability to consider the full customer journey.
• Experience in fintech, financial services, or another regulated industry.
• Good understanding of Australian customer expectations, consumer protection, and AML/KYC concepts.
• Comfort working in a fast-paced, high-growth environment.
• Confident people leader with a coaching-oriented, customer-first approach.
• Strong decision-making skills when balancing customer experience with risk and compliance.
• Operational strength with the ability to turn insights into scalable solutions.
• Clear communication skills and the ability to simplify complex regulatory requirements.
• Data-led mindset, using metrics to improve performance and customer outcomes.

Additional Information

This is an onsite full-time role based in Sydney, New South Wales, Australia. The company values diversity, inclusion, and entrepreneurial thinking, and is looking for someone who can help strengthen customer operations in a growing regional business.