Job Description

Mission

Xendit is an Indonesian fintech company that provides payment infrastructure across Indonesia. Xendit processes payments, runs marketplaces, disburses payroll and loans, detects fraud and helps other businesses grow exponentially. We serve these companies by providing a suite of world-class APIs and a dashboard UI that simplifies processes.

Our main focus is to build the most advanced payment rails for Indonesia, with a clear goal in mind - to make payments in Indonesia simple, secure and easy for everyone. We currently serve local SMEs to some of Indonesia\'s largest tech startups and also giant-sized businesses like Samsung. We process millions of transactions monthly, growing 25% month on month for the last 2 years. We are trusted and backed by some of the largest VCs in the world, who invested in Facebook, Slack, Twitch and Grab, and are alumni of the prestigious YCombinator (S15).

As a Chinese Customer support, 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 customer\'s 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 Customer Success, you will be the expert of our customers. You will understand our customers\' pains, solve them, and get satisfaction from our customers\' compliments!

Outcomes

• Interact with customers through communication channels (WeChat, Email)
• High proficiency in Mandarin Chinese.
• 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
• Solve problems (i.e. help damage control)
• Identify and initiate changes to help scale up our operations (i.e. documentation)
• Take on projects to improve the team (i.e.customer engagement activities)
• Do whatever it takes to make Xendit succeed

• Have minimum 1 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
• 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
• You communicate well across teams
• You\'re self-motivated, you don\'t need micromanagement and is willing to learn on your own
• You\'re goal oriented and able to pursue objectives consistent
• You\'re able to show empathy and provide calm-responses to our customers to win their confidence
• You thrive on autonomy and have proven you can push towards a goal by yourself
• You communicate well across teams

Xendit