Xendit provides payment infrastructure across Southeast Asia and is expanding to Greater China and LATAM. It processes payments, powers marketplaces, disburses payroll and loans, provides KYC solutions, prevents fraud, and helps businesses grow exponentially. It serves customers through a suite of world-class APIs, eCommerce platform integrations, and easy-to-use applications for individual entrepreneurs, SMEs, and enterprises alike. Its main focus is building the most advanced payment rails for Southeast Asia, with the aim of making payments across and within the region simple, secure, and easy for everyone. It serves thousands of businesses ranging from SMEs to multinational enterprises and processes millions of transactions monthly. It has been growing rapidly since its inception in 2015, onboarding hundreds of new customers every month, and is backed by global top-10 VCs. It is featured among the fastest growing companies by Y-Combinator. As a Chinese Merchant Support, the person will be in a fast-paced team that provides customers with undivided attention and care. They will be ready to take on any issues or inquiries customers raise, work to prevent fires, and soothe customer frustrations. Every day involves solving different puzzles, so no day is exactly the same. At Xendit, customers are the most important stakeholders, so this role is crucial to Xendit. The person will surface important customer insights and feedback to help continuously improve products and build new ones. They will coordinate closely within the technical department and be exposed to all product teams and customers. Through the intensity of Merchant Support, they will become an expert on customers, understand their pains, solve them, and get satisfaction from customer compliments. They will also be exposed to a variety of projects that help improve current team processes, such as utilizing automation in internal processes to reduce manual work and maximize team productivity. Minimum Qualifications Behaviors: enjoy the puzzle of solving open-ended problems and have a great analytical mindset; be ready and willing to be rostered on for nights and weekends, and shift work does not phase them; happily take on new projects involving research to quickly become a subject matter expert and drive them to completion; ability to think out of the box and 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: fresh graduate or 1+ years of 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 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: willing to work on a rotating shift schedule: Weekday: 9AM - 4PM / 4PM - 11PM GMT+8; Weekend: 10AM - 7PM GMT+8. Interact with customers through communication channels (We, Email). Solve customer first. Attending to customer 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 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.

Chinese Merchant Support

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