Overview
Payment & Outreach Operations Jobs in WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia at VIPKid
Title: Payment & Outreach Operations
Company: VIPKid
Location: WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
Role Overview
We are looking for a Payment & Outreach Operations professional to manage the payment and customer outreach infrastructure supporting Dino AI’s international business. This role will oversee payment channels and methods, outbound calling infrastructure, SMS, community messaging platforms such as WhatsApp and Zalo, bulk messaging tools, and AI-powered telemarketing (AI TMK) solutions.
The role will focus on improving payment success rates, call connection rates, and message delivery rates through channel monitoring, incident resolution, vendor management, controlled rollouts, and A/B testing where appropriate.
This role does not own Paywall strategy, pricing, SKUs, or subscription monetization strategy, nor is it responsible for creating SMS copy, outbound call scripts, or managing sales teams.
Key Responsibilities
- Monitor payment performance across different countries, platforms, devices, and payment methods, including authorization rates, payment success/failure rates, pending transactions, callback/webhook exceptions, refunds, and chargebacks.
- Investigate payment failures and transaction exceptions, working closely with payment service providers (PSPs), Engineering, Data, Finance, and Customer Service teams on payment channel integration, switching, incident resolution, and SLA management.
- Manage auto-dialers, outbound calling routes, number pools, Caller ID, calling windows, callback and redial strategies to improve line availability and call connection rates.
- Manage foundational messaging channels such as SMS and Email, including sending, delivery monitoring, failed-delivery retries, and vendor management.
- Manage WhatsApp, Zalo, and other community/bulk messaging tools, including account setup, audience segmentation, bulk messaging, automated replies, delivery monitoring, and performance tracking.
- Support the setup and operation of AI-powered telemarketing (AI TMK) solutions, including strategy configuration, calling route coordination, script testing, connection-rate monitoring, and vendor management.
- Use performance monitoring, controlled rollouts, and A/B testing where appropriate to evaluate and optimize payment routing, backup channels, retry mechanisms, number pools, Caller ID, calling times, and messaging channels.
Qualifications
- 3+ years of experience in payment operations, payment channels, payment service providers, or communications/outreach channel operations. Candidates should have independently owned either payment or outbound calling operations; experience across both areas is highly preferred.
- Familiarity with App Store, Google Play, web-based payments, and/or local payment methods, with a solid understanding of payment authorization, failure codes, callbacks/webhooks, retries, refunds, and chargebacks.
- Understanding of auto-dialers, VoIP, number pools, Caller ID, call logs, as well as SMS sending, delivery, and failed-delivery retry mechanisms.
- Ability to analyze payment and outbound calling performance reports and identify issues by country, payment method, channel, failure type, and vendor. SQL is not required, but candidates should be comfortable working with Data and Engineering teams and interpreting analytical results.
- Strong cross-functional communication and execution skills, with the ability to work effectively with Product, Engineering, Data, Finance, Customer Service, and external vendors.
- Professional working proficiency in English.
- Professional working proficiency in both Mandarin and English, and able to collaborate effectively with teams in China and other international markets.
