Customer Success Manager, SME & Growth (HK / SEA)

Навыки

• Внимание к деталям
• Самостоятельность
• Коммуникация
• Клиентоориентированность
• Customer Success
• HR-процессы
• KPI

О компании и продукте

• Airwallex is the only unified payments and financial platform for global businesses. Powered by our unique combination of proprietary infrastructure and software, we empower over 250,000 businesses worldwide – including Brex, Navan, Qantas, SHEIN and many more – with fully integrated solutions to manage everything from business accounts, payments, spend management and treasury, to embedded finance at a global scale.
• Proudly founded in Melbourne, we have a team of over 2,300 of the brightest and most innovative people in tech across 27 offices around the globe. Valued at US$11 billion and backed by world-leading investors including T. Rowe Price, Visa, Mastercard, Robinhood Ventures, Sequoia, Salesforce Ventures, DST Global, and Lone Pine Capital, Airwallex is leading the charge in building the global payments and financial platform of the future. If you’re ready to do the most ambitious work of your career, join us.
• We hire successful builders with founder-like energy who want real impact, accelerated learning, and true ownership. You bring strong role-related expertise and sharp thinking, and you’re motivated by our mission and operating principles https://www.airwallex.com/us/operating-principles. You move fast with good judgment, dig deep with curiosity, and make decisions from first principles, balancing speed and rigor.
• We’re looking for a Customer Success Manager to serve as an extension of the Account Management team, acting as the primary point of escalation for our top-priority customer support issues.

Задачи

• Priority Support & Escalation Management
• Act as the primary point of escalation for top-priority customer support issues
• You will be introduced directly to customers to manage queries end-to-end
• This will involve coordinating across internal and external stakeholders to drive resolution and maintain a best-in-class customer experience
• Systems & Workflow Optimization
• Identify inefficiencies across tools, processes, and customer journeys, and implement scalable improvements that increase team productivity and customer experience
• Operational Analysis
• Analyse data to identify bottlenecks, uncover opportunities, and provide actionable insights that improve customer experience and revenue outcomes

Требования

• 3 – 5 years of experience in Customer Success, Account Management, Customer Support, or a similar customer-facing role
• Proven ability to manage complex, high-stakes support escalations end-to-end across multiple internal teams
• Strong communication skills with a customer-first approach
• Highly KPI-driven with a bias for action and accountability
• Proven problem-solver who can identify issues and independently drive solutions
• Excellent attention to detail, especially in compliance and documentation workflows
• Excellent communication and de-escalation skills, with a calm, solutions-oriented approach under pressure
• Highly organized self-starter, able to operate autonomously in a fast-paced, high-growth environment

Будет плюсом

• Background in fintech, payments, or other regulated environments
• Experience working in a high-performance Account Management team
• Experience working directly with Risk, Compliance, or Operations teams
• APPLICANT SAFETY POLICY: FRAUD AND THIRD-PARTY RECRUITERS
• To protect you from recruitment scams, please be aware that Airwallex will not ask for bank details, sensitive ID numbers (i.e. passport), or any form of payment during the application or interview process
• All official communication will come from an @airwallex.com http://airwallex.com email address
• Airwallex does not accept unsolicited resumes from search firms/recruiters
• Airwallex will not pay any fees to search firms/recruiters if a candidate is submitted by a search firm/recruiter unless an agreement has been entered into with respect to specific open position(s)
• Search firms/recruiters submitting resumes to Airwallex on an unsolicited basis shall be deemed to accept this condition, regardless of any other provision to the contrary

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