Wallet Operations Specialist

About Zymix

Zymix is the definitive lifestyle ecosystem for the digital generation-bridging the gap between social connection and real-world experience. Transcending the "Super App" model, Zymix fuses hyper-social interaction with a seamless service layer, empowering global youth to integrate a wide range of services beyond social networking, discover Al-curated experiences, and unlock essential services in one fluid motion. We are redefining the platform economy by prioritising authenticity, community, and friction-free living.

About the role

ZYMIX is a growing startup, and this is an opportunity to help shape its wallet and future card product. Working closely with the Head of Operations, Wallet, you will support all day-to-day Wallet Operations processes, covering the wallet’s functions and services, related payment operations and user support.

Our provider carries out identity verification and Know Your Customer (KYC) checks. You will monitor results, report on performance and work with your manager to improve the process and user experience. You will receive onboarding, training and guidance as you build your operational and technical knowledge. You will own assigned work through to completion, with priorities agreed with your manager.

Roles & responsibilities...

Daily operations and investigations

• Monitor wallet and payment activity, including identity verification/KYC volumes, completion rates, outcomes and trends. Identify issues, delays and unusual patterns, and prioritise follow-up by user impact, urgency and risk.
• Investigate cases referred by Support or other teams, alongside issues you identify. Use provider platforms and, once available, ZYMIX’s back office to review records, assess impact and conduct root cause analysis. Recommend actions to prevent recurrence.
• Resolve issues within agreed authority or seek help from providers and relevant teams. Escalate significant concerns to your manager, retain ownership, verify the outcome and record the resolution.
• Review user conversations with Support across all wallet functions and services. Gather information, provide clear updates and guidance, and help resolve user concerns.
• Support refunds, disputes and reconciliation queries with Finance and providers. Follow approval requirements, keep accurate records, protect user information and escalate fraud, security or compliance concerns.

Provider coordination and reporting

• Participate in provider discussions, record actions and actively pursue outstanding investigations and requests. Obtain resolution dates and escalate delays or inadequate responses.
• Maintain issue and request trackers with owners, deadlines, status and next steps. Keep your manager informed of outstanding items and risks.
• Produce accurate daily, weekly and ad hoc operational reports and management information (MI) on wallet usage, payments and identity verification/KYC. Distinguish approved, rejected, incomplete, expired and pending verification cases; check data quality, explain trends and recommend action.

Improvements documentation and training

• Identify process gaps, bottlenecks, recurring issues and risks across wallet, payments and provider-run identity verification/KYC. Work with your manager to propose improvements using operational data, user feedback and competitor comparisons.
• Contribute to the wallet roadmap with your manager, including development of a future card product that works with the wallet. Keep priorities, owners, dates and dependencies current, report progress and coordinate actions with Product, Technology, Project Management, Compliance, Finance and Support.
• Support user acceptance testing (UAT) of wallet improvements, the future card product, provider changes and the future back office. Record defects, check operational readiness and guidance before launch, and verify results after release.
• Create and maintain standard operating procedures (SOPs), training materials and the documentation hub. Once sufficiently trained and competent in the relevant processes, provide training and onboarding support to new team members as the team grows, and share knowledge with existing colleagues.

About you

• 2+ years experience in wallet, payments, banking, fintech or identity verification operations, including investigating issues and coordinating their resolution.
• Strong analytical and problem-solving skills, sound judgement and attention to detail; confidence using Excel or Google Sheets to analyse data and produce reports.
• Fluent written and spoken English, with the ability to communicate clearly, write usable procedures and explain operational or technical information to colleagues.
• Strong collaboration skills: build productive relationships across departments, agree actions and follow up to keep work moving.
• A proactive, motivated and dependable approach, with initiative, ownership and the ability to manage your workload, follow actions through and seek guidance when needed.
• Adaptability and willingness to take on reasonable tasks beyond your core responsibilities from time to time, supporting the growth of Wallet Operations and ZYMIX while keeping your manager informed and agreeing priorities.
• Ability to learn systems and processes quickly and share knowledge, with a strong interest in building expertise in wallet and payment operations.

Desirable qualifications and experience

• Degree-level qualification.
• Experience with support platforms, identity verification tools, reconciliation, refunds, disputes, testing, provider integrations or training colleagues.