Support Operations Manager - US hours

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 140 countries and more than 90 currencies. Thunes’ Network connects directly to over 12 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. 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. 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. Headquartered in Singapore, Thunes has offices in 15 locations, including Barcelona, Beijing, Dubai, London, Manila, Nairobi, Paris, Shanghai, Hong Kong, Miami, Johannesburg, Riyadh, San Francisco and Atlanta For more information, visit: https://www.thunes.com/ Role Context We are seeking our first Operations team member to help run and shape our back office operations from the ground up. This is a hands on, highly cross-functional role where you’ll directly support customers, payouts, and financial crime workflows. You’ll be critical in ensuring smooth daily operations while helping define the processes and tools that will scale with the company. Key Responsibilities B2B2C Customer Support

Respond to and resolve inquiries from both business clients and end users Troubleshoot payment and account issues Escalate and track bugs or systemic issues

Financial Crime Operations

Review transaction monitoring alerts and flag suspicious activity Review and investigate potential Account Takeover (ATO) cases, including suspicious login or payout behavior Take action on flagged accounts (e.g., escalate, restrict, or hold payouts) Document investigations clearly for audit and compliance purposes Support ongoing improvements to ATO detection and prevention processes

Process Building & Improvement

Hire, train, and manage a global operations team over time Help design and document workflows and SOPs Identify inefficiencies and propose automation opportunities Establish workflows, escalation paths, and quality standards

Cross-functional Support

Partner with Product, Engineering, and Compliance to improve operations Act as the voice of the customer and operations internally

Qualifications

2–5 years experience in operations and support within financial services  Strong attention to detail and ability to manage multiple workflows Interest or experience in AML/KYC or financial crime operations Comfortable with ambiguity and building from scratch Strong communication and problem-solving skills

What Success Looks Like

Smooth execution of daily support and payout workflows High responsiveness and quality in customer interactions Accurate handling of fincrime alerts and compliance tasks Clear, documented processes that enable future scaling Experience leading teams across support or fincrime Proven ability to build processes from scratch and scale them Data driven mindset with experience using dashboards and metrics