Customer Operations Service Delivery Specialist - Copilot - Global Payment (Malaysia)

The Global Payment team of ByteDance provides payment solutions - including payment acquisitions, disbursements, transaction monitoring, payment method management, foreign exchange conversion, accounting, reconciliations, and so on to ensure that our users have a smooth and secure payment experience on ByteDance platforms including TikTok.

Responsibilities

• Design and operationalize copilot workflows for tasks such as translation capability, issue summarization, knowledge retrieval, and post-incident follow-up.
• Surface risks early by spotting weak signals in service metrics, support queues, partner feedback, and delivery execution.
• Prepare concise updates for stakeholders, with a clear view of what changed, what matters, and what needs a decision.
• Help teams adopt better working habits by documenting repeatable processes, tightening feedback loops, and reducing dependency on tribal knowledge.
• Measure impact through quality, speed, closure discipline, and reduction in avoidable operational work.
• Monitor and ensure compliance with industry regulations and internal policies across global operations.
• Act as an escalation point for operational issues related to SOP compliance, ensuring timely resolution and effective communication, work closely with Risk, Compliance, Quality Assurance, and Automation teams to enhance operational effectiveness.

This role will be based onsite at our office and will require a 5-day onsite work arrangement.

Qualifications

Minimum Qualification(s)

• Bachelor's degree in Computer Science, Business, Accounting, Finance, or a related field.
• A strong operator who brings structure to ambiguity and keeps teams aligned on what matters most.
• Comfort with service data, process design, and AI-enabled workflow improvement.
• Experienced in operational process management, SOP development or a related field within financial services.
• Proven experience in managing cross-functional collaborations and driving process improvement.
• Ability to work in a fast-paced, global environment with multiple stakeholders.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).

Preferred Qualification(s)

• 3 years and above relevant experience.
• Analytical and problem-solving skills, with root-cause mindset.
• A bias for ownership, follow-through, and continuous improvement.