# Ops L1 Subject Matter Expert (SME)

**Company**: Thunes
**Location**: Riyadh
**Experience**: senior
**Job type**: full-time
**Category**: Operations
**Industry**: Finance

**Apply**: https://job-boards.greenhouse.io/thunes/jobs/8018706003?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_0574437a-e12

## Description

About the Role

Location: Riyadh, Saudi Arabia At Thunes, our global network enables the seamless movement of money across the world. As we continue to scale with leading fintechs and global financial institutions, operational excellence becomes critical,not just for growth, but for retention and trust.

The Subject Matter Expert (SME) will provide the specialist layer between our Global Support team and our in-country White Glove resources. The SME will bring deep operational, language and local-market expertise to complex cases and escalations, while continuously transferring knowledge back into the wider support organisation.

Key Responsibilities

- Operational Expertise & Escalations: 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 drive issues to resolution.

- Local Market & Language Expertise: Develop deep knowledge of Saudi payment methods, partners, operating practices and customer requirements. Provide Arabic and English language support where required.

- White Glove Support: Work closely with in-country White Glove resources supporting strategic customers. Provide specialist operational expertise while White Glove resources retain customer ownership.

- Knowledge & Capability Building: Convert complex cases and lessons learned into SOPs, troubleshooting guides and reusable knowledge. Coach and upskill the Global Support team on recurring issues.

- Continuous Improvement: Analyse recurring escalations and identify underlying operational gaps. Recommend improvements across processes, tooling, automation and customer education.

What We're Looking For

- Strong understanding of payments, transaction lifecycles and operational troubleshooting.

- Demonstrated ability to investigate and resolve complex operational issues.

- Strong root-cause analysis and problem-solving skills.

- Ability to work across Customer Experience, Network, Compliance, Product, Engineering and commercial teams.

- Strong customer orientation while maintaining operational discipline and scalable processes.

- Ability to communicate complex operational issues clearly and concisely.

- Comfortable operating in a global, distributed and fast-moving environment.

Qualifications & Experience

- 5+ years' experience in payments, fintech, banking operations, customer operations or technical support.

- Experience managing complex customer or operational escalations.

- Experience working with enterprise customers is preferred.

- Strong written and verbal communication skills in Arabic and English.

- Experience within Saudi Arabia or strong knowledge of the Saudi payments ecosystem is highly desirable.

## Skills

### Required
- payments
- transaction lifecycles
- operational troubleshooting
- root-cause analysis
- problem-solving
- customer orientation
- Arabic
- English

### Nice to have
- experience within Saudi Arabia
- knowledge of the Saudi payments ecosystem
- enterprise customers

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/thunes/jobs/8018706003?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)