Operations Intern (Bybit Card)

Role Overview

Operations Intern (Bybit Card) at Bybit. This is an internship position supporting the global expansion of Bybit Card operations across multiple regions.

Company Overview

Established in 2018, Bybit is one of the world's leading cryptocurrency exchanges and digital financial platforms, serving over 80 million users across more than 200 countries and regions. The platform delivers a seamless ecosystem across trading, payments, wealth management, custody, institutional services, and Web3. Bybit is recognized as one of the most trusted and transparent platforms in the digital asset industry, backed by a global team of ambitious builders, problem-solvers, and innovators operating in a high-performance and fast-moving environment with 24/7 multilingual customer service.

Role Purpose

As part of the Bybit Card User Operations team, you will play a pivotal role in ensuring the seamless operation of Bybit Card while delivering exceptional service and satisfaction to the global customer base. You will manage a broad range of operational activities, gaining invaluable insights into the integration of traditional financial services with cryptocurrencies, while contributing to driving growth, improving user conversion, and shaping a product designed with a user-first approach.

Key Responsibilities

Customer Support & Expertise

• Act as the card payment expert for the Customer Service team, ensuring SLAs are met for resolving escalated support tickets.
• Serve as the internal ambassador and go-to expert for all Bybit Card-related matters.

Issue Investigation & Resolution

• Investigate and resolve issues raised by Customer Service or internal teams, including card payments, applications, rewards, and other card-related usage concerns.
• Take a proactive and thorough investigative approach, focusing on identifying and addressing root causes rather than offering surface-level fixes.
• Collaborate with internal stakeholders (developers, product, etc.) and external vendors to troubleshoot issues, leveraging logs, databases, and internal and external portals for resolution.

Market Launches and Operations

• Ensure seamless go-to-market execution for new market or product launches, including planning for internal testing, external beta releases, and preemptively identifying major issues before full launch.
• Align and interact with key stakeholders such as compliance, risk, finance, and product and tech teams to ensure optimal market operations.

Continuous Improvement

• Foster a growth-oriented mindset by collaborating with customer service and product teams to enhance the user experience and refine the user journey.
• Identify opportunities for operational and process improvements.
• Adopt a data-driven approach to analyze trends, monitor performance, and uncover potential issues for proactive resolution.

Product Operations

• Actively participate in product discussions, providing insights from card operations and market intelligence to suggest features or enhancements that improve the cardholder experience and user journey.
• Drive product ideas, improvements, and enhancements to scale the product and elevate its features to better meet user needs.

Operational Management

• Oversee settlement reconciliation with processors and BIN sponsors.
• Engage with processing or other vendors to resolve issues while ensuring high service quality and performance.
• Manage rewards operations, including stock monitoring, conceptualizing reward ideas, and implementing strategies to boost user retention and conversion.
• Support finance operations by initiating payment requests to vendors, reconciling invoices, and ensuring timely settlement of funds.
• Handle dispute management, including filing and managing cases with issuers, card schemes, and fraud disputes in collaboration with risk teams.
• Manage physical card stock to ensure availability and alignment with demand.

Compliance, Risk & Reporting

• Collaborate with AML and Risk teams to optimize processes and ensure adherence to regulatory standards.
• Support regulatory reporting requirements, liaising with schemes, BIN sponsors, and partners as needed.

Qualifications & Experience

• Prior experience of 3–5 years on the job is preferred; however, fresh graduates with a strong acumen for problem-solving and a willingness to learn are encouraged to apply.
• Knowledge of card management systems, card network rules and regulations, and how they work together is a strong advantage.
• Knowledge of card issuing operations is a plus, but not a requirement.
• Product management experience in fintech or insurtech is a plus.

Skills & Competencies

• Excellent communication skills; ability to manage multiple stakeholders across different teams, cultural and language backgrounds who do not report to you, and build and maintain horizontal connections.
• Professional, nearly fluent English proficiency (speaking, reading, and writing).
• Mandarin Chinese is a plus, but not required.
• Inclination for creative work; ability to come up with ideas to further strategic objectives and see them implemented through to the last details without detailed guidance on what and how to do, making these decisions independently.
• Prepared to learn on the job and take on a diverse range of tasks within the operations team.
• While you may not initially assume full responsibility for all tasks outlined above, you should be ready and capable of handling them when required.

Additional Information

Benefits

• Study Growth Fund: Support for professional development and continuous learning.
• Internal Events: Regular team-building activities, workshops, and events designed to promote collaboration and innovation.
• Global Collaboration: Work as part of a diverse, international team alongside colleagues from around the world.
• Career Advancement: Access opportunities for growth and advancement within a rapidly expanding global company.
• Internal Mobility: Opportunities for internal job postings to help build your long-term career path with Bybit.