Merchant Operations Team Leader

About EPOS

Backed by Ant International (a global leader in digital payments, digitisation, and financial technology solutions), EPOS is a leading Point-of-Sale (POS) digital solutions provider.

Supporting Ant International's mission to empower SMEs, EPOS serves as the central hub of its global merchant payment services provider, Antom, delivering integrated O2O digital, payment, and banking solutions to SMEs worldwide—empowering Every Point Of Success in their business growth.

With a growing presence across Southeast Asia, we’re looking for passionate individuals to join our diverse and driven teams. Be part of our journey as we expand to create meaningful, impactful changes for businesses around the world.

Role Overview

We’re looking for a driven and hands-on Merchant Operations Team Leader to oversee onboarding, activation, and day-to-day operational excellence. This role is key to ensuring a seamless merchant experience while driving performance across core operational metrics.

Key Responsibility

• Lead and manage the Merchant Operations team to ensure smooth daily operations
• Oversee merchant onboarding, activation, and fulfillment processes
• Drive performance on key metrics (activation rate, fulfillment SLA, onboarding efficiency)
• Standardize and optimize workflows, SOPs, and operational processes
• Collaborate with Customer Service, Product, and Tech teams to resolve issues and improve experience
• Monitor performance, identify gaps, and implement continuous improvements
• Coach and develop team members to ensure consistent delivery and growth

• Proficient in Mandarin and English
• Basic understanding of operations or customer service processes
• Experience in operations, customer support, or payments/POS is a plus
• Ability to manage multiple tasks in a fast-paced environment
• Detail-oriented with strong execution and follow-through
• Ability to work in a fast-paced environment
• 4–7 years of experience in operations, merchant ops, or e-commerce/fintech environment
• Data-driven with the ability to manage and improve operational KPIs
• Excellent communication and stakeholder management skills