Ops L Subject Matter Expert (SME)

About Thunes

Thunes operates a proprietary Direct Global Network facilitating real-time payments in over 140 countries and more than 90 currencies. The network connects directly to over 12 billion mobile wallets, stablecoin wallets, and bank accounts globally, alongside 15 billion cards via over 220 payment methods. Thunes' network is supported by its in-house SmartX Treasury System and Fortress Compliance Platform. Headquartered in Singapore, Thunes maintains offices in 15 locations, including Riyadh.

Role Overview

The Ops L Subject Matter Expert (SME) will serve as a specialist resource, bridging the Global Support team and in-country White Glove resources. This full-time role, based in Riyadh, requires deep operational, language, and local-market expertise to address complex cases and escalations. The SME will also be responsible for continuous knowledge transfer to the broader support organization, aiming to enhance the team's independent problem-solving capabilities.

Key Responsibilities

• Act as the subject matter expert for complex operational cases and escalations.
• Support L1 and White Glove teams with issues requiring deeper operational or local-market expertise.
• Coordinate with Network, Compliance, Product, Engineering, and other internal teams to resolve issues.
• Provide clear operational guidance during high-impact customer escalations.
• Develop knowledge of Saudi payment methods, partners, operating practices, and customer requirements.
• Provide Arabic and English language support as needed.
• Bring local context to issues not effectively managed through standard global processes.
• Translate market-specific knowledge into practical guidance for the wider support organization.
• Work with in-country White Glove resources supporting strategic customers, providing specialist operational expertise.
• Support complex investigations and escalations without becoming the primary processor of standard customer inquiries.
• Identify and address recurring reasons for customer contact.
• Convert complex cases and lessons learned into SOPs, troubleshooting guides, and reusable knowledge.
• Coach and upskill the Global Support team on recurring issues.
• Identify cases that can be progressively shifted back to L1 through improved knowledge, processes, or tooling.
• Ensure market knowledge is institutionalized rather than dependent on individual employees.
• Analyze recurring escalations and identify underlying operational gaps.
• Recommend improvements across processes, tooling, automation, and customer education.
• Work with relevant teams to address root causes.
• Contribute to building a repeatable SME model for introduction into other strategic markets.

Qualifications and Experience

• 5-10 years of relevant experience.
• Demonstrated deep operational, language, and local-market expertise.
• Ability to transfer knowledge effectively within an organization.

Performance Indicators

Success in this role is measured by the organization's reduced dependency on SMEs over time. This includes faster resolution of complex cases, fewer repeat escalations, stronger L1 capability, reduced operational dependency on Account Managers and White Glove resources, and continuous transfer of local-market knowledge into the Global Support organization.