Customer Success Generalist

About the Company

Xendit provides payment infrastructure across Southeast Asia and is expanding to Greater China and LATAM. We process payments, power marketplaces, disburse payroll and loans, provide KYC solutions, prevent fraud, and help businesses grow. We serve customers with APIs, eCommerce platform integrations, and applications for entrepreneurs, SMEs, and enterprises.

Our focus is building advanced payment rails for Southeast Asia to make payments across and within SEA simple, secure and easy. We serve thousands of businesses and process millions of transactions monthly.

About the Role

As a Customer Success Generalist, you will be in a fast-paced team providing customers with undivided attention and care. You will handle inquiries, prevent issues, capture customer insights for product and service improvement, and collaborate with various departments to resolve customer problems. You will be the expert on our customers’ pains and support them throughout their journey.

Responsibilities

• Handle customer inquiries via Email, WhatsApp, Slack, Live Chat and ticketing platforms.
• Provide information requested by customers, including transaction, product, and onboarding questions, and escalate to relevant stakeholders when necessary.
• Analyze customer transaction status using operational tools (Splunk, Redash, Postman).
• Show empathy and provide calm responses to ensure customer satisfaction.
• Raise awareness of existing issues or problems to other CS teams.
• Ask relevant questions to capture context of inquiries.
• Classify inquiry types in the ticketing platform to generate data insights for product and process improvement.
• Provide customer support during Daylight time (operation hours 8:00 AM – 8:00 PM Bangkok time / GMT+7).
• Drive or contribute to operational excellence projects and coordinate with relevant stakeholders; generate ideas from hands-on experience handling customer inquiries.

Qualifications

• Responsive, analytical mindset, and enjoys solving open-ended problems.
• Willing to be rostered on weekends and public holidays.
• Can-do attitude for assigned projects involving research, analysis, and driving tasks to completion.
• Communicate well in English across teams; self-driven, confident and eager to learn.
• Goal-oriented, able to pursue objectives consistently, and able to show empathy to customers.
• Minimum 1 year experience in Customer/Merchant Operations management or similar B2B roles and/or Relationship Management in Banks or Financial Institutions; fresh graduates who are eager to learn are welcome.
• Bachelor’s degree in Engineering, Management, Finance / Accounting, Communications, Computer Science / IT.
• Plus: experience with ticket management platforms (Zendesk, Freshdesk, Zoho, or similar tools).