Customer Success - Midnight and Dawn

Job Description

Xendit is seeking a Customer Success Generalist to join their team in Jakarta, Indonesia. This individual will be responsible for providing excellent customer service and undivided attention to Xendit's customers during midnight and dawn hours. They will work in a fast-paced environment, addressing customer inquiries and issues, preventing problems, and supporting customers as needed.

The Customer Success Generalist will play a crucial role in capturing customer insights and feedback, which will be used to continuously improve Xendit's products and services. They will collaborate with various departments to resolve customer inquiries and serve as the expert on Xendit's customers, understanding their pain points and working to solve them.

Responsibilities:

• Handle customer inquiries through various channels (email, WhatsApp, Slack, live chat, ticketing platforms)
• Provide necessary information to customers regarding transactions, products, and onboarding
• Escalate issues to relevant stakeholders when needed
• Analyze customer transaction status using operational tools
• Show empathy to ensure customer satisfaction
• Raise awareness of existing issues to other Customer Success teams
• Identify detailed types of inquiries in the ticketing platform for data insights
• Provide support to customers during midnight and dawn hours
• Drive or contribute to changes & implementation
• Generate ideas for operational excellence projects
• Contribute to operational excellence projects and coordinate with relevant stakeholders

Minimum Qualifications:

• Responsive and analytical mindset
• Willing to work night shifts, weekends, and public holidays
• Can-do attitude and self-driven
• Excellent English communication skills
• Confidence and eagerness to learn
• Goal-oriented and able to pursue objectives consistently
• Ability to show empathy and provide calm responses
• Minimum 1 year of experience in Customer/Merchant Operations management or Relationship Management in B2B sectors or Financial Institutions. Fresh graduates are also welcome
• Bachelor’s degree in Engineering, Management, Finance/Accounting, Communications, or Computer Science/IT

Preferred Qualifications:

• Experience with ticket management platforms (e.g., Zendesk, Freshdesk, Zoho)

Xendit offers:

• Opportunity to work in a fast-paced, dynamic environment