Responsibilities
Team Introduction
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:
- Regulatory Complaint & Dispute Management: Serve as the primary owner for handling end-to-end customer service and regulatory complaints, including cases escalated through Thai consumer-protection and financial-regulatory channels, and act as a mediator in conflict resolution within regulator-mandated timelines. Collaborate with internal and external stakeholders, including regulatory bodies, compliance teams, and operational units, to standardize best practices.
- Service Insight: Act as the Service SME, understanding the business requirements and stakeholder feedback to identify, document and ensure (through influence and robust data analytics) that the optimization is in line with local and industry practice. Complete root cause investigation of issues and partner with peer functions (like product manager, tech engineer, risk operation etc.) to support long-term resolution of the problem.
- Operational Excellence & Compliance: Build frameworks and processes that deliver an exceptional, efficient customer service experience, while ensuring the handling of customer personal data and payment operations complies with Thailand's local data-protection and payment regulations.
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 Business, Administration, Finance, Economics, Communications, Law, or a related field (or equivalent practical experience).
- 3+ years in payment operations, fintech, or banking or a similar industry.
- Fluent Thai, with strong verbal and written communication skills in English (for regular collaboration with cross-regional teams and stakeholders).
- Working knowledge of the Thai consumer-protection and financial-regulatory environment, including financial-consumer complaint channels and local data-protection requirements.
- Experience collaborating with cross functional teams to drive product iteration and issue resolution, managing cross-functional collaborations and driving process improvement.
Preferred Qualification(s):
- Experience in managing or partnering with BPO / call-center / customer-service teams in Thailand.
- Background in regulatory / ombudsman complaint handling and consumer dispute resolution in the financial or e-wallet sector.
- Familiarity with e-KYC and anti-fraud / account-security operations.
Important Note: Please be advised that this job posting is on behalf of a third-party agency. This is a 12-month temporary assignment managed by a third-party agency, who will be your employer. While you may be assigned to work at ByteDance, you will not be a ByteDance employee. All contractual terms, including payroll and benefits, will be handled by the third-party agency. By applying, you agree that the information provided in your application may be processed and retained by ByteDance for recruitment purposes and shared with the third-party agency in accordance with ByteDance's Applicant Privacy Notice https://jobs.bytedance.com/en/legal/privacy
Job Information
About Us
Founded in 2012, ByteDance's mission is to inspire creativity and enrich life. With a suite of more than a dozen products, including TikTok, Lemon8, CapCut and Pico as well as platforms specific to the China market, including Toutiao, Douyin, and Xigua, ByteDance has made it easier and more fun for people to connect with, consume, and create content.
Why Join ByteDance
Inspiring creativity is at the core of ByteDance's mission. Our innovative products are built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and enrich life - a mission we work towards every day.
As ByteDancers, we strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our Company, and our users. When we create and grow together, the possibilities are limitless. Join us.
Diversity & Inclusion
ByteDance is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At ByteDance, our mission is to inspire creativity and enrich life. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.
ByteDance is a global incubator of platforms at the cutting edge of commerce, content, entertainment and enterprise services - over 2.5bn people interact with ByteDance products including TikTok.
Creation is the core of ByteDance's purpose. Our products are built to help imaginations thrive. This is doubly true of the teams that make our innovations possible.
Together, we inspire creativity and enrich life - a mission we aim towards achieving every day. At ByteDance, we create together and grow together. That's how we drive impact - for ourselves, our company, and the users we serve. We are committed to building a safe, healthy and positive online environment for all our users.
We have over 110,000 employees based in more than 30 countries globally. Join us.
