Opportunity at
XenditMerchant Support
Xendit is a financial technology company that supplies a unified platform for payment acceptance, payouts, treasury, and financial services to businesses ranging from high-growth startups to…
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About This Role
Xendit is a financial technology company that supplies a unified platform for payment acceptance, payouts, treasury, and financial services to businesses ranging from high-growth startups to global enterprises across Southeast Asia and other markets. The organization is seeking a Merchant Support professional to join a fast-paced team dedicated to client care and issue resolution. In this capacity, you will handle inquiries, resolve client challenges, and gather feedback to improve products…
Job Description
Xendit is a financial technology company that supplies a unified platform for payment acceptance, payouts, treasury, and financial services to businesses ranging from high-growth startups to global enterprises across Southeast Asia and other markets. The organization is seeking a Merchant Support professional to join a fast-paced team dedicated to client care and issue resolution.
In this capacity, you will handle inquiries, resolve client challenges, and gather feedback to improve products and service delivery. You will work alongside multiple departments to address questions and serve as an advocate for client needs. Because payment transactions occur continuously, the role requires readiness to assist clients during operational working hours from 8:00 AM to 8:00 PM Bangkok time, alongside availability for weekend and public holiday rostering.
This position suits analytical problem solvers who possess strong communication skills in English, demonstrate empathy under pressure, and remain eager to learn. Candidates will engage in research, analysis, and projects aimed at driving operational excellence while utilizing various communication channels and operational tools.
Responsibilities
- Manage customer inquiries across email, WhatsApp, Slack, live chat, and ticketing systems
- Provide information regarding transactions, products, and onboarding, escalating issues to stakeholders when needed
- Analyze transaction statuses utilizing tools such as Splunk, Redash, and Postman
- Communicate empathetically to maintain client satisfaction and build confidence
- Alert other customer service teams about active problems and gather context by questioning clients
- Categorize ticket types to gather data insights for product and process improvements
- Deliver assistance during operational hours spanning 8:00 AM to 8:00 PM Bangkok time
- Contribute ideas and coordinate with stakeholders on operational excellence initiatives
Requirements
- Minimum of one year of experience in customer or merchant operations management within B2B sectors, or relationship management within banks or financial institutions, though fresh graduates are welcome
- Bachelor degree from a reputable university with a major in engineering, management, finance, accounting, communications, computer science, or IT
- Willingness to work weekend and public holiday shifts
- Strong English communication skills across internal teams
- Analytical mindset capable of solving open-ended problems with a self-driven discipline
Qualifications
- Experience using ticket management platforms such as Zendesk, Freshdesk, or Zoho
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What are the working hours for the Merchant Support role?
Support is provided during operational hours from 8:00 AM to 8:00 PM Bangkok time (GMT+7). Additionally, staff must be willing to be rostered on for weekends and public holidays.
What experience or education is required to apply?
Applicants need a bachelor degree from a reputable university in engineering, management, finance, accounting, communications, computer science, or IT. Candidates should have at least one year of experience in B2B customer or merchant operations management or bank relationship management, though eager fresh graduates are also welcome.
Is remote work or a specific location specified for this job?
The posting does not specify a work location or remote policy, other than mentioning that operations align with Bangkok time.
What tools will I use in this position?
You will communicate using email, WhatsApp, Slack, live chat, and ticketing platforms. You will also analyze transaction statuses using operational tools like Splunk, Redash, and Postman, and experience with ticket systems such as Zendesk, Freshdesk, or Zoho is considered a plus.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.