Paysend

• Communication with our B2C customers to handle and resolve queries within SLAs. • Escalate and liaise with our teams internally to investigate issues and to find a resolution. • Develop subject matter expertise in all areas of B2C (products, systems & processes) at Paysend. • Continuous Improvement - identify trending issues and escalate concerns accordingly. • Continuous Improvement - reviewing current processes, templates and internal systems and making suggestions on improvements that would enhance the customer experience or help them to self-serve.

• Communication with our B2C customers to handle and resolve queries within SLAs • Escalate and liaise with our teams internally to investigate issues and find a resolution • Develop subject matter expertise in all areas of B2C at Paysend • Continuous Improvement - identify trending issues and escalate concerns accordingly • Continuous Improvement - reviewing current processes and making suggestions that would enhance the customer experience

• Help reduce risk exposure by verifying the identities of new customers and preventing illegal transactions. • Review new customer accounts and verify their identities. • Assess the risks associated with customers. • Study trends and evaluate customer behaviour. • Raise any issues with the KYC supervisor and manager. • Stay up to date with the KYC guidelines. • Reduce KYC Onboarding wait time - handle customer interactions effectively, helping to adhere to SLAs. • Improve the CSAT of the team - Ensure communications with customers are accurate and explanatory.

• Design and operate hybrid network infrastructure spanning data centres, WAN/LAN, and multi-cloud (AWS, GCP, Azure) • Architect cloud networking - VPCs/VNets, transit gateways, peering, and private connectivity (Direct Connect, Cloud Interconnect, ExpressRoute) • Build secure, fault-tolerant on-prem-to-cloud connectivity with a consistent security posture • Configure and manage routers, switches, firewalls, and load balancers • Implement and maintain security controls - NGFW, IDS/IPS, segmentation, and access controls • Monitor performance (SNMP, NetFlow/sFlow), troubleshoot complex issues, and minimise downtime • Lead changes through formal change management; plan and execute upgrades and migrations • Automate provisioning and configuration (Python, Bash, infrastructure-as-code) • Maintain documentation and DR/business-continuity plans; ensure regulatory compliance • Collaborate with security, platform, SRE, and compliance teams, and mentor junior engineers

• Support the Localization Lead in the end-to-end localization process, helping ensure consistent, high-quality translations across markets and product touchpoints. • Maintain localization glossaries, style guides, and asset libraries to support linguistic and brand coherence across channels. • Coordinate localization projects day-to-day, tracking timelines, deliverables, and communication between internal teams and external translators or LSPs. • Liaise with freelance translators and vendors, helping manage briefs, deadlines, and feedback cycles. • Work within localization tools such as Crowdin and Lokalise, manage files, assign tasks, and monitor progress. • Carry out basic checks to ensure translated content is accurate, on-brand, and culturally appropriate. • Assist Localization Lead with work for marketing, product, and design teams' requests to ensure localization needs are factored into project timelines.

• Own and scale user acquisition across key paid channels, with primary focus on paid social and supporting ownership of affiliate networks and mobile partners. • Lead paid social strategy and execution across Meta, TikTok, Snapchat, and other relevant social channels — with full accountability for new MAU growth, efficiency, and performance. • Go deep on platform tactics: understand how Meta's algorithm, auction dynamics, audience signals, and ad formats interact; know how TikTok creative and targeting differ from Meta; and stay ahead of emerging formats, placements, and optimisation levers across every platform you manage. • Own paid social creative strategy end-to-end: identify winning angles, define hooks, shape scripts and storyboards, guide UGC briefs, review edits, and decide which concepts to test, iterate, or scale. • Act as the in-house paid social creative lead — with deep understanding of thumb-stopping hooks, native short-form video, problem/solution storytelling, social proof, offer messaging, localisations, and clear calls to action. • Build and own creative testing frameworks across audiences, hooks, formats, messaging, localisation, creators, and channels — with structured hypotheses, test designs, clear learning documentation, and fast iteration cycles. • Partner closely with UGC creators, agencies, and internal teams to turn customer insights, corridor needs, product benefits, and competitor signals into acquisition assets that win attention and convert. • Support affiliate network and mobile partner strategy: source new partners, assess traffic quality, negotiate commercial models, launch tests, monitor performance, and scale partners that deliver high-quality new MAU. • Build and manage relationships with affiliate networks, mobile ad networks, app partners, publishers, comparison sites, influencer affiliates, and performance partners — ensuring traffic quality, compliance, and commercial discipline. • Identify, test, and scale new acquisition opportunities across paid social, affiliate channels, mobile partners, influencer/creator-led performance, and emerging platforms. • Monitor and optimise key performance metrics including new MAU, CPA, CAC, activation rate, LTV, CTR, CVR, ROAS, retention, payback, partner-level ROI, and traffic quality. • Analyse performance data to identify clear optimisation actions, partner opportunities, channel opportunities, and budget trade-offs. • Own budget planning, pacing, forecasting, and performance reporting for core paid social and affiliate channels. • Work closely with Analytics, Product, CRM, Brand, Compliance, and Regional teams to improve tracking, attribution, onboarding, activation, and full-funnel performance. • Support corridor-level growth by adapting paid social and affiliate strategies to local market dynamics, customer behaviour, partner availability, and regional opportunities. • Provide clear, actionable updates to leadership on paid social performance, affiliate partner results, traffic quality, learnings, risks, and growth opportunities.

• Deploy and manage software, user access, and system configurations across a hybrid (on-premises and cloud) infrastructure • Administer and maintain Linux-based systems across on-premises and cloud environments (~70% of the environment), including provisioning, patching, performance tuning, and troubleshooting • Support Windows environments (~30%), including core services such as Active Directory, DNS, RDS, and Group Policy • Design, deploy, and manage infrastructure in AWS (primary cloud) including EC2, VPC, IAM, S3, and CloudWatch • Support and maintain infrastructure in GCP environments (Compute Engine, Cloud Storage, IAM), as part of a multi-cloud setup • Build and maintain infrastructure as code using Terraform and automate configuration management using Ansible • Develop and maintain automation scripts using Bash, Python, or PowerShell • Manage virtualisation platforms (VMware, EC2, Compute Engine) and support both physical and virtual servers (HP Proliant, HP MSA) • Administer and maintain storage systems including SAN/NAS and cloud storage (S3, EBS, Google Cloud Storage, Filestore) • Configure and troubleshoot networking components across cloud and on-prem environments, including VPCs, VPNs, load balancers, DNS, and firewalls • Work with enterprise networking and security equipment (Cisco, Arista, Fortinet, Palo Alto, Juniper, Forcepoint) • Implement and maintain monitoring and observability solutions (CloudWatch, Prometheus, Grafana, Zabbix) to ensure system health and performance • Ensure backup, disaster recovery, and data protection strategies are in place and operational (Veeam, AWS Backup, GCP Backup and DR) • Enforce security best practices, IAM policies, and compliance standards across hybrid and multi-cloud infrastructure • Collaborate with DevOps, Security, Monitoring, and DBA teams to ensure reliable and scalable system operations • Maintain clear and up-to-date documentation of systems, processes, and configurations (CMDB)

• To configure Smart Visa Frontend and related servers • To conduct certifications with MPS (Visa & Mastercard) • To test new mandatory changes, fixes and communicate with the engineers of MPS • Working with card crypto values • Operational work, solving interesting tasks

• Establish and maintain robust application security processes • Define and implement application security requirements for development • Collaborate with development teams to establish a robust application security process • Identify and address security issues and threats throughout the software development lifecycle • Analyze and identify security vulnerabilities in web and mobile applications • Conduct vulnerability assessments, penetration testing, and ethical hacking • Participate in internal security penetration testing, security audits, and regression reviews • Facilitate external security audits and certifications • Ensure security considerations are integrated into all stages of the software development lifecycle • Communicate and coordinate with stakeholders to promote a strong application security culture • Stay updated with the latest security trends, technologies, and best practices • Provide guidance and support to development teams regarding secure coding practices and security-related issues

• Provide first-level technical support to end-users via phone, email, chat, or in-person, addressing their IT-related issues and inquiries. • Evaluate and categorise incoming support requests, prioritising them based on urgency and impact on business operations. • Diagnose and troubleshoot hardware and software issues, guiding users through problem-solving steps and escalating complex problems when necessary. • Assist users with software installations, updates, and configurations, including common applications and company-specific software. • Provide guidance and troubleshooting for hardware components such as computers, printers, scanners, and peripherals. • Handle password reset requests, account unlocking, and user access management as per security protocols. • Maintain detailed records of support requests, resolutions, and user interactions for reference and reporting. • Contribute to the development and maintenance of a knowledge base with FAQs, troubleshooting guides, and user resources. • Utilise remote desktop tools to access and resolve issues on users' computers when on-site support is not feasible. • Offer basic training to help users become more proficient in using IT resources and software. • Escalate complex issues to higher-level IT support or specialised teams and ensure prompt resolution. • Follow incident management procedures to handle critical IT incidents and minimise downtime. • Provide friendly and professional customer service, ensuring users feel supported and valued. • Assist with tracking and managing IT assets, including hardware inventory and software licenses. • Gather user feedback and suggestions to improve IT services and support processes. • Educate users about security best practices and report any security incidents or breaches. • Adhere to shift schedules, ensuring coverage during business hours and, in some cases, providing after-hours support.