Operations Associate (Activation & Payments)

About Us:

BukuWarung is SEA’s fastest growing startup and we are building the digital infrastructure for 60 million MSMEs in Indonesia, enabling them to efficiently manage and grow their business, starting with digital bookkeeping, online storefront & payments. BukuWarung’s vision is to empower 60 million MSMEs in Indonesia to become financially aware and enable them to manage and grow their business using technology.

BukuWarung is backed by top tier VCs globally: Peter Thiel’s Valar Ventures, Goodwater Capital, Y-Combinator, AC Ventures, Quona Capital, East Ventures, Golden Gate Ventures, Rocketship.vc, Tanglin Venture Partners and strategic angel investors from Stripe, PayPal, Plaid, Grab, Gojek, Facebook, AirBnB, Fast, Mastercard etc.

Job Overview

We are looking for a detail-oriented Operations Associate to manage backend operational workflows across onboarding, activation, and payments. This role is responsible for executing processes within internal systems, ensuring data accuracy, and resolving operational issues to keep workflows running smoothly.

Responsibilities

1. Activation & Onboarding Operations

• Execute and monitor merchant onboarding and activation processes

• Ensure accurate device/account setup and system configuration

• Handle data mapping and updates across internal systems

• Support manual activation flows where automation is not available

• Investigate and resolve activation failures or inconsistencies

2. Payment Operations

• Process operational transactions such as:

  • Refunds and reversals

  • Reimbursements

  • Adjustments and settlements

• Ensure all transactions are completed accurately and within SLA

• Maintain proper documentation and audit trails

3. Data & System Management

• Work with internal tools, dashboards, and spreadsheets to manage operations

• Perform bulk data uploads and updates

• Validate data accuracy and ensure consistency across systems

• Maintain trackers and reports for operational visibility

4. Issue Resolution & Coordination

• Manage and resolve operational tickets and issues

• Coordinate with cross-functional teams (e.g., Product, Tech, Risk, Commercial)

• Escalate complex cases and follow through to resolution

5. Process Improvement

• Identify inefficiencies in existing workflows

• Suggest and support process improvements or automation initiatives

• Help standardize SOPs and improve documentation

Requirements

• 5 years experience in operations, fintech, e-commerce, or related fields

• Strong attention to detail and accuracy

• Comfortable working with data, spreadsheets, and structured processes

• Problem-solving mindset with ability to handle edge cases

• Good communication and coordination skills

• Able to manage repetitive tasks while maintaining quality

Nice to Have

• Experience in payment operations, merchant onboarding, or customer operations

• Familiarity with CRM, ticketing systems, or internal tools

• Exposure to process improvement or automation projects

Working Style

• Execution-focused and detail-oriented

• Comfortable working in a fast-paced environment

• High ownership and accountability