Merchant Support (Daylight)

About the role

We are looking for dedicated individuals to join our Merchant Support team, where you will play a crucial role in assisting our business clients as they engage with our payment systems. In this position, you will serve as the main point of contact for merchants, addressing their inquiries and collecting valuable feedback to enhance our services. Your focus will be on operational efficiency, ensuring that our clients have a seamless experience while using our platform.

Key facts

What you'll do

• Handle merchant inquiries through various communication channels, including email, WhatsApp, Slack, live chat, and our ticketing system.
• Provide solutions to questions related to transactions, product functionalities, and the onboarding process, while escalating complex issues to relevant internal teams as needed.
• Utilize internal operational tools to track and investigate the status of transactions, ensuring timely and accurate responses to merchants.
• Classify the types of inquiries received within our ticketing system to generate insights that can inform product enhancements and operational improvements.
• Maintain a patient and empathetic demeanor while addressing customer concerns, ensuring a positive experience for all merchants.
• Engage in projects aimed at operational excellence, contributing ideas and participating in initiatives that streamline internal processes.
• Work during daylight hours, with shifts scheduled from 8am to 2pm or 2pm to 8pm (GMT+7) and 9am to 3pm or 3pm to 9pm (GMT+8).
• Collaborate with cross-functional teams to address merchant needs and improve overall service delivery.
• Document interactions and resolutions in our systems to maintain comprehensive records of merchant communications.
• Continuously seek opportunities to enhance your knowledge of our products and services to better assist our clients.
• Participate in training sessions and workshops to stay updated on new features and best practices in customer support.

Requirements

• A minimum of 1 year of experience in B2B merchant support, customer operations, or relationship management within the banking or financial sectors is required.
• Recent graduates with a strong eagerness to learn and grow in the field are welcome to apply.
• A bachelor's degree in Engineering, Management, Finance, Accounting, Communications, or Computer Science/IT from a recognized institution is essential.
• Willingness to work on weekends and public holidays as per the scheduled roster.
• A strong analytical mindset capable of tackling open-ended challenges effectively.
• Exceptional English communication skills, complemented by a self-motivated and goal-oriented approach to work.

Nice to have

• Familiarity with ticket management systems such as Zendesk, Freshdesk, or Zoho is a plus.
• Previous experience in a fast-paced customer support environment will be advantageous.
• Knowledge of payment processing systems or financial technology can enhance your application.

Skills & tools

• Proficiency in tools such as Splunk for data analysis and reporting.
• Experience with Redash for data visualization and insights.
• Familiarity with Postman for API testing and interaction.
• Competence in using ticketing platforms like Zendesk, Freshdesk, or Zoho for managing customer inquiries.

Practical notes

• This position involves rotating shifts to ensure that we provide continuous support to our merchants.
• Candidates should be prepared to manage high-pressure situations and work collaboratively with various internal departments to resolve issues efficiently.
• A commitment to ongoing learning and development is essential, as you will be expected to stay informed about our evolving product offerings and industry trends.
• The role requires a proactive approach to identifying potential issues and suggesting improvements to enhance the overall merchant experience.

Join us at Xendit and be part of a dynamic team that is dedicated to delivering exceptional support to our merchants. Your contributions will directly impact our clients' success and help shape the future of our payment solutions.

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 exponentially.