Xendit - Head of Customer Success and Support
Requirements
• Global mindset: Lead support and success teams across multiple countries, adapting strategies to each market’s dynamics and client segments. • Merchant advocacy: Foster enduring partnerships with key strategic clients and act as the executive sponsor for high-priority accounts. • Questions You May Help Answer • Which recurring merchant issues should we eliminate at the source, and what would it take? • How should we measure merchant health so it reliably signals churn risk? • How do we resolve merchant issues faster, and make sure they stay resolved? • Where should Xendit invest in AI and self-serve to scale support while raising the bar on experience? • How do we balance risk and compliance requirements with a seamless merchant experience? • What should our global Customer Success and Support model look like as we bring operations together across regions? What support coverage model will serve merchants across time zones and languages as we scale? • Which capabilities should we build in-house, and where should we partner? • How do we build the next generation of leaders from within our teams? • How should we tailor our service model for global enterprises versus regional SMEs? • 8+ years of scaling leadership across merchant operations, support, or client success within high-growth tech. • Deep familiarity with payment infrastructure, financial technology, or SaaS platforms. • Proven ability to guide organizations through rapid expansion and operational transformation. • Strong product instinct, with a history of translating operational friction into functional engineering specs. • Comprehension of financial compliance, risk controls, and regional regulatory frameworks. • Rigorous analytical approach to dissecting complex problems and establishing data-driven processes. • Deep payment operational expertise: Direct experience steering end-to-end processing workflows, spanning authorization, clearing, settlement, payouts, and dispute resolution channels. • Merchant domain experience: History of supporting varied client tiers, ranging from complex enterprise marketplaces to high-volume cross-border digital merchants.
Responsibilities
• Executive Leadership & Team Scaling • Build and lead a global team: Lead, mentor, and scaleCustomer Success and Support organizations across multiple countries focused on,client outcomes and operational efficiencies. • Build and lead a global team • Anticipate and scale: Think ahead with a data-driven instinct, recognizing patterns early and building the frameworks, workflows and tooling to resolve merchant issues fast and protect retention. • Anticipate and scale: • Lead through change: Help teams adapt and thrive as the organization grows and priorities evolve • Lead through change • Product & Cross-Functional Alignment • Be the merchant’s voice: Turn merchant feedback into clear, thoughtful, requirements for Product and Engineering, driving self-serve capabilities and platform improvements, while prioritizing based on business impact • Be the merchant’s voice • Risk & compliance collaboration: Navigate dynamic regulatory mandates (including AML, KYC, PCI-DSS, and regional financial laws) to keep client management, and success playbooks fully compliant with Risk and Legal controls. • Data-Driven Strategy & Performance • Metrics & success measures: Establish, monitor, and optimize core performance indicators. • Data-driven decision making: Leverage quantitative insight to map user journeys, anticipate risk, uncover portfolio expansion opportunities, and continuously elevate baseline targets.
Benefits
• Build the Payment Infrastructure for Southeast Asia: Xendit is building the digital payment rails powering the digital economy across Indonesia, the Philippines, Vietnam, Malaysia, Singapore, Thailand and beyond. You will directly serve clients across the spectrum, aligning directly with Xendit’s merchant tier strategy. • Culture of High Ownership & Zero Friction: We operate with high autonomy, speed, and trust. We empower leaders to act like owners, break down silos between product and operations, and make bold decisions backed by data. • Global, Multi-Cultural Impact: Work alongside a world-class, diverse team spanning multiple countries. We combine local market expertise with global best practices to create an inclusive, world-class fintech ecosystem.
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