Customer Success Generalist (Chinese Speaking)
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 Chinese Speaking - Customer Success Generalist, you will be supporting our most important clients across the regions who choose Mandarin as their preferred language 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 sooth our customers’ 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
Minimum Qualifications
- Bachelor Degree in Management, Finance/Accounting, Communication, Engineering, Computer Science/IT, or other related fields - fresh graduates are welcome to apply
- High proficiency in Mandarin Chinese and English
- Enjoy the puzzle of solving open-ended problems; 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
- Communicate well across teams
- Self-motivated, you don’t need micromanagement and is willing to learn on your own
- Goal oriented and able to pursue objectives consistent
- Able to show empathy and provide calm-responses to our customers to win their confidence
- Thrive on autonomy and have proven you can push towards a goal by yourself
- You communicate well across teams
Preferred Qualifications
- Indonesian with advanced proficiency in Mandarin Chinese
- High or excellent communication skills
Responsibilities
- Support Xendit’s customers with undivided attention through communication channel:
- Assist customers to solve their questions/issues related to Xendit products and services
- Coordinate with multiple stakeholders (internal and/or external) to solve customers’ issues
- Offer recommendations and advice to customers on how to leverage Xendit for their business growth
- Show empathy to ensure customers’ satisfaction
- Raise awareness of issues or problems to other team members for resolutions
- Contribute to Customer Success improvement projects to help scale our operations across regions, focusing on enhancements related to people, process, tools, or data analytics
- Do whatever it takes to make Xendit succeed
