Thunes’ proprietary Direct Global Network allows Members to make payments in real-time in over 140 countries and more than 90 currencies. Thunes’ Network connects directly to over 12 billion mobile wallets, stablecoin wallets and bank accounts worldwide, as well as 15 billion cards via more than 220 different payment methods, such as GCash, M-Pesa, Airtel, MTN, Orange, JazzCash, Easypaisa, AliPay, WeChat Pay HK and many more. Thunes’ Direct Global Network differentiates itself through its worldwide reach, in-house SmartX Treasury System and Fortress Compliance Platform, ensuring Members of the Network receive unrivaled speed, control, visibility, protection, and cost efficiencies when making real-time payments, globally. Members of Thunes’ Direct General Network include gig economy giants like Uber and Deliveroo, super-apps like Grab and WeChat, MTOs, fintechs, PSPs and banks. Headquartered in Singapore, Thunes has offices in 15 locations, including Atlanta, Barcelona, Beijing, Dubai, Hong Kong, Johannesburg, London, Manila, Nairobi, New York, Paris, Riyadh, San Francisco and Shanghai. 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 Premium Services Manager sits within Customer Success Operations (CSO) and is responsible for delivering a premium, high-touch operational experience to a portfolio of strategic partners. Unlike traditional support roles, this position is highly proactive. You will monitor partner performance in real time, identify risks before they escalate, and take ownership of resolving complex operational and technical issues.



You act as a dedicated extension of your partners’ teams—ensuring they can scale confidently on the Thunes network. Act as the primary operational point of contact, providing a prioritized and tailored engagement model beyond standard support channels. Proactive Monitoring & Issue Prevention Monitor transaction flows and corridor performance to detect anomalies, failures, and inefficiencies in real time. Incident Management & Escalation Support partners in scaling safely, including onboarding new corridors and improving transaction quality. Analyse transaction data, QoS metrics, and failure trends to identify systemic issues. Performance Tracking & Reporting Define and track key operational and quality metrics for assigned partners. Improved Partner

Experience:
Partners experience reduced friction, faster resolutions, and increased confidence in the Thunes network. Shift to Proactive Operations: Issues are identified and addressed before partners raise them. Stronger Network Performance: Cross-functional collaboration leads to quicker, more effective incident management. 5+ years of experience in customer operations, technical account management, or payments operations within fintech or financial services. ~ Strong analytical skills with the ability to interpret data and identify root causes. ~ Balances speed and quality to deliver results in a fast-paced environment. This is not a reactive support role—you are expected to identify and resolve issues before they escalate. This is not traditional account management—you are deeply involved in the operational and technical performance of the platform. This role sits at the intersection of customer experience, operations, and payments infrastructure—directly impacting partner success and revenue protection.

📌 Support Service Manager (España)
🏢 Thunes
📍 España