Responsibilities: Manage and grow merchant relationships by acting as the primary point of contact for commercial, operational, and technical matters.
Coordinate the onboarding of new partners.
Monitor account performance, including volumes, payment method approval rates, and failure reasons, and proactively identify growth or optimization opportunities.
Collaborate with internal teams to resolve issues and ensure smooth payment operations.
Support business development initiatives by identifying upsell and cross-sell opportunities and contributing to revenue growth.
Support APAC events, including TOKEN2049, Singapore Fintech Festival, Hong Kong Consensus, Money20/20 Thailand, and other regional events.
Communicate with merchants via calls and Telegram or Slack to handle requests, escalations, and operational inquiries.
Manage escalated refund requests and support tickets related to technical, liquidity provider, or gas-fee issues.
Track transaction performance and investigate declines, delays, or anomalies in crypto payment flows.
Coordinate internally to resolve technical or compliance-related issues affecting merchant accounts.
Ensure timely settlements, fee reconciliation, and adherence to agreed service level agreements (SLAs).
Required Skills and Qualifications: Proven experience in customer success, account management, or a similar client-facing role in the fintech/crypto industry.
Bachelor's degree in economics, Business Administration, or a related field.
Proficiency in data analysis; willingness to learn SQL.
Exceptional interpersonal skills, with the ability to build strong relationships at all levels of management.
Ability to work independently, find solutions to complex challenges, and possess strong organisational, multitasking, and time management skills.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses.
These tools assist our recruitment team but do not replace human judgment.
Final hiring decisions are ultimately made by humans.
