Customer Success Generalist
Xendit
Xendit provides payment infrastructure across Southeast Asia, with a focus on Indonesia, the Philippines and Malaysia. 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 Customer Success Generalist, 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 support our customers’ hurdles. You will capture important customer insights and feedback from inquiries that you will receive which will help us to continuously improve our product and service delivery. You will collaborate with various departments to solve the inquiries from customers. Through all the intensity of Customer Success, you will be the expert for our customers. You will understand our customers’ pains and solve it as your day to day activities. Given the continuous nature of transactions in the payments industry, we must remain prepared at all times to assist our customers. As customers are our utmost priority, your role as the Customer Success Generalist is crucial.
Qualifications
Behaviors
- Communicative and teamwork-focused
- Enjoy solving open-ended problems and with a great analytical mindset
- Willing to take on various work shifts depending on assignment schedules, including weekends, and public holidays
- Must have a strong can-do attitude in handling both day-to-day inquiries from customers and executing projects which may involve some research or analyses
- Comfortable with communicating and working in both English and Thai across various teams within Xendit and with a strong sense of self-discipline, drive to complete tasks or pursue goals, and eagerness to learn
- You’re able to show empathy and provide calm responses when interacting with customers to win their confidence
Experience
- Bachelor’s degree from a reputable university majoring in the following or equivalent:
- Art
- Management
- Business Administration
- Finance / Accounting
- Communications
- Computer Science/IT
- 0 to 2 years of experience working in a customer facing role or of similar nature. New graduates are welcome to apply
- Must be Professionally fluent in both English and Thai
- Standard proficiency with Microsoft Office or Google Suite tools (Word, Excel, Powerpoint, Gdocs, Gsheets, Gslides)
- Plus points if you have experience in using ticketing systems (e.g. Zendesk, Freshdesk, Zoho, etc.)
Outcomes & Responsibilities
- Communicate with customers across multiple channels (i.e. Email, WhatsApp, Slack, Facebook Live Chat, LINE, and ticketing platforms), providing accurate and timely responses to inquiries related to transactions, products, and onboarding
- Show empathy and ask relevant questions to fully understand customer concerns, ensuring satisfaction and a positive service experience
- Use operational tools such as Splunk, Redash, and Postman to analyze transaction statuses and support customer issue resolution
- Escalate complex issues to relevant stakeholders and raise awareness of recurring problems to the wider CS team for broader resolution
- Accurately categorize inquiries in the ticketing system to generate insights that support product and process improvements; provide support across different shifts as needed
- Identify and propose operational excellence initiatives based on insights gained from handling customer inquiries, aiming to improve processes, reduce pain points, and enhance the customer experience
- Contribute into or execute operational excellence projects and coordinating with relevant stakeholders