{"id":2497148,"url":"https://alion.io/job/bitget-payfi-product-support-manager","title":"Payfi Product Support Manager","company":{"id":516,"name":"Bitget","domain":"bitget.com","url":"https://alion.io/company/bitget","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Moka","truth_index":{"grade":"A","score":93,"open_postings":30,"ghost_share":0,"stale_share":0.1,"repost_share":0,"time_to_fill_p50_days":73,"computed_at":"2026-10-28T05:59:10Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":true},{"name":"Kibana","optional":true},{"name":"SQL","optional":true}],"status":"live","first_seen_at":"2026-08-07T16:11:02Z","employer_posted_date":"2026-08-07","last_verified_at":"2026-10-28T10:07:07Z","board_verified":true,"closed_at":null,"days_open":81,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":81},"description":"About us\nBitget Wallet is the non-custodial crypto wallet designed to make crypto simple and secure for everyone. With over 80 million users, we bring together a full suite of crypto services, including swaps, market insights, staking, rewards, DApp exploration, and payment solutions. Supporting 130+ blockchains and millions of tokens, Bitget Wallet enables seamless multi-chain trading across hundreds of DEXs and cross-chain bridges. Backed by a $300+ million user protection fund, it ensures the highest level of security for users' assets.\nAbout the Role\nThis is a hybrid Operations + Technical Support role owning the day-to-day operational health and technical stability of our Payfi product across a broad vendor ecosystem - including payment channels, OTC vendors, Card vendors, Virtual Account vendors, KYC service providers, and other third-party providers. You will wear two hats: on the operations side, you manage vendor relationships, channels, SLAs, and escalations end-to-end; on the technical support side, you act as L2 support - troubleshooting production issues hands-on alongside engineering, handling exceptions, resolving escalated cases from customer service and app store feedback, and managing channel configuration.\nThe ideal candidate is comfortable moving between a vendor negotiation call, a live production incident with developers, an escalated customer case, and a routing configuration change - all in the same day. You are the connective tissue between external vendors, internal engineering, customer service, and compliance.\nWhat you'll do\nVendor Management & Relationship Ownership\nOwn end-to-end communication across all vendor types - payment channels, OTC, Card, Virtual Accounts, KYC service providers, and other providers - as the central coordination point between vendors and internal stakeholders.\nLead contract negotiations and manage commercial terms with vendors and channel partners.\nManage SLA agreements - monitor vendor performance against SLAs, hold vendors accountable, and drive improvement where targets are missed.\nEscalation & Case Management\nOwn the escalation process: triage vendor-related cases, escalate to the right parties, and follow through to closure.\nReview and investigate vendor-related cases, identify patterns, and escalate systemic issues cross-functionally with clear ownership.\nMonitoring & Trend Analysis\nMonitor traffic, transaction trends, and channel performance to proactively detect anomalies before they escalate.\nUse data and dashboards to surface degradation and risks, and inform routing and vendor decisions.\nTechnical Support Responsibilities\nL2 Support & Escalation Handling\nAct as Level 2 (L2) support for the Payfi product - the escalation point above frontline customer service.\nReceive, investigate, and resolve escalated cases from customer service, app store feedback/reviews, and other frontline channels.\nBridge frontline teams and engineering: reproduce reported issues, provide clear resolutions or workarounds, and feed recurring pain points back into product and vendor improvements.\nProduction Issue Troubleshooting\nServe as first responder for vendor-related production issues, driving investigation and resolution with technical teams.\nPerform hands-on troubleshooting with engineering to diagnose root causes and distinguish vendor-side vs. internal issues.\nRun internal checks with developers to reproduce cases, validate issues, and confirm resolutions before closing.\nException Handling (KYC & Payment Channels)\nHandle KYC anomalies and exception cases, coordinating across KYC service providers, internal teams, and compliance to resolve blocked or failed verifications.\nHandle payment channel exceptions - failed, stuck, delayed, or mismatched transactions - coordinating with vendors and engineering to resolve and reconcile.\nTrack recurring exceptions across both KYC and payment channels, working with relevant teams to reduce exception rates over time.\nAdmin Configuration & Channel Operations\nManage administrative configuration including channel setup/config, routing rules, and transaction prioritization.\nOptimize routing and prioritization to improve success rates, cost, and reliability across channels.\nWhat you'll need\nExperience in payments, fintech, or a Payfi/PSP environment, ideally spanning both operations and technical support functions.\nCrypto / Web3 industry experience is required - you understand how the ecosystem works and are comfortable operating within it.\n Fluent in both English and Chinese (written and spoken) - able to work across international vendors and internal teams in both languages.\n Comfortable and proficient using AI tools in day-to-day work to improve efficiency - e.g. accelerating log analysis, triaging errors, summarizing incident threads, drafting vendor/internal communications, and speeding up investigation. You don't need to build AI systems, but you should understand what these tools are good at, know their limitations, and apply sound judgment on when to rely on them vs. verify manually.\nStrong troubleshooting mindset with the ability to work directly with engineering on technical issue diagnosis - technically fluent enough to hold your own with developers, without needing to code.\nProven vendor management experience across multiple vendor types (e.g. payment channels, OTC, Card, Virtual Accounts, KYC service providers), including contract negotiation and SLA management.\nExperience in an L2 / escalation support capacity, handling escalated cases from customer service or user feedback and driving them to resolution.\nFamiliarity with KYC/compliance processes and exception handling.\nUnderstanding of payment channel configuration, routing, and prioritization.\nAnalytical skills to monitor traffic and interpret transaction trends.\nExcellent communication and stakeholder management across internal (dev, compliance) and external (vendor) parties.\nAbility to stay calm and drive resolution under pressure during live production incidents.\nNice to Have\nExperience with crypto/Web3 payment rails or on/off-ramp providers.\nBackground in incident management or on-call operations.\nSQL or data-dashboard literacy for self-serve monitoring.\nHands-on experience with the tools we use - Kibana (log search & monitoring), DataWind and Sensors (data & behavioral analytics, dashboards) - or equivalent log-analytics and BI tooling.\nIf you are ambitious and believe that digital assets could be the next financial and technological revolution, please apply!\nFor more information regarding candidates' personal data processing, please refer to Bitget Candidate Privacy Notice.","description_format":"text","description_chars":6645,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Chinese","level":"All levels","optional":false},{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Blockchain & Crypto","Crypto Exchanges","Online Brokerage & Trading Platforms"],"lifecycle":[{"event":"open","at":"2026-10-14T04:58:26Z"}],"visa":[],"liveness":{"score":35,"band":"fade","label":"Fading","p_open":1,"p_active":0.785,"p_room":0.44,"age_days":81,"expected_fill_days":73,"reasons":["conf:0","urgency","velocity","win:tail","crowd:brand"],"computed_at":"2026-10-28T05:59:10Z"},"pay":null,"html_url":"https://alion.io/job/bitget-payfi-product-support-manager","json_url":"https://alion.io/job/bitget-payfi-product-support-manager.json","meta":{"generated_at":"2026-10-28T12:52:45Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":17214,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-29T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":516},"rest":"https://alion.io/mcp/rest/get_company?id=516"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fbitget-payfi-product-support-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fbitget-payfi-product-support-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fbitget-payfi-product-support-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/bitget-payfi-product-support-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fbitget-payfi-product-support-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":2497148}},{"tool":"search_jobs","arguments":{"company":"bitget.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":2497148},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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