\n
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.
\n