Chinese Merchant Support Team Leader

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 exponentially. We serve our customers by providing a suite of world-class APIs, eCommerce platform integrations, and easy to use applications for individual entrepreneurs, SMEs, and enterprises alike.

Our main focus is building the most advanced payment rails for Southeast Asia, with a clear goal in mind — to make payments across and within SEA simple, secure and easy for everyone. We serve thousands of businesses ranging from SMEs to multinational enterprises, and process millions of transactions monthly. We’ve been growing rapidly since our inception in 2015, onboarding hundreds of new customers every month, and backed by global top-10 VCs. We’re proud to be featured on among the fastest growing companies by Y-Combinator.

About the Job

As a Team Leader for Chinese Merchant Support Team Leader,  you will be in a fast-paced team that provides our customers with undivided attention and care. You will be ready to take on any issues or inquiries that our customers raise, work to prevent fires and sooth our customer's frustrations. Every day you will solve different puzzles, so no day will be exactly the same. At Xendit we believe that our customers are the most important stakeholders - so this role is crucial to Xendit. You’ll surface important customer insights and feedback which will help us to continuously improve our products and build new ones! You will be in close coordination within the technical department, and be exposed to all the product teams and customers. 

Through all the intensity of Merchant Support,, you will be the expert of our customers. You will understand our customers’ pains, solve them, and get satisfaction from our customers’ compliments! You will also be exposed to a variety of projects that help to improve the current team processes like utilizing automation in internal processes to reduce manual work and maximize team productivity.

Minimum Qualifications

Behaviors

• Enjoy the puzzle of solving open-ended problems; you have a great analytical mindset


• Are ready and willing to be rostered on for nights and weekends - shift work doesn’t phase you


• Happily take on new projects which involve researching to quickly become a subject matter expert, and driving them to completion


• Ability to think out of the box and to be assertive in offering solutions to posed problems or situations.


• High flexibility and detail-orientation


• Ability to multitask to meet constant business demands and priorities.


• Resilient to challenges and setbacks, enthusiastic and motivated to work in a fast-paced and high-pressure environment.


• Focused to meet delivery and quality targets.

Experience

• Have minimum 3-4  years experience in Customer/Merchant Operations management or similar departments in B2B sectors and/OR Relationship Management Experience in Banks, Financial Institutions


• Bachelor’s Graduate from reputable Universities majoring in : 




• Engineering


• Management


• Finance / Accounting


• Communications


• Computer science/IT




• Experienced in ticket management platform i.e. Zendesk, Freshdesk, Zoho, or similar tools


• Must be Professionally fluent in both English and Mandarin


• Standard proficiency with Microsoft Office or Google Suite tools (Word, Excel, Powerpoint, Gdocs, Gsheets, Gslides)

Preferred Qualifications

• Plus points if you have prior experience in a fintech/banking operations function or previously worked with opening client accounts

Responsibilities

• Leading a team of 3-5 people


• Interact with customers through communication channels (WeChat, Email)


• High proficiency in Mandarin.


• Solve customer first




• Attending to our customer's needs, requests, and problems


• Ensuring to communicate the problem and how to solve it


• Showing empathy to ensure customer satisfaction


• Raising awareness of issues or problems to other team members




• Identify and initiate changes to help scale up our operations (i.e. documentation)


• Analysing and planning overall customer service excellence


• ​​Identify areas for improvement and perform customer quality analysis


• Do whatever it takes to make Xendit succeed