Portfolio Jobs

About the Job

We are looking for a dedicated Customer Support Specialist to handle ticket resolution, analyze support processes, and manage knowledge acquisition and training. This role is critical in ensuring customer satisfaction and improving our support operations.

Minimum Qualifications

• Bachelor’s degree from a reputable university majoring in Engineering, Business Administration, Computer Science/IT/Data/Analytics, or equivalent.
• 1 to 3 years of experience in a client relationship-focused role, such as Client Servicing, Technical Account Management, Account Management, Professional Services, or Consulting.
• Professionally fluent in both English and Thai (able to read, write, and speak confidently and autonomously).
• Standard proficiency with Microsoft Office or Google Suite tools (Word, Excel, PowerPoint, Gdocs, Gsheets, Gslides).

Preferred Qualifications

• Proven experience in client-facing roles, with experience in tech and fintech industries being a plus.
• Understanding of payment transaction processing and industry business principles (preferred).
• Creative thinking abilities, using experiences and knowledge to create new ideas and think 'outside the box'.
• A self-starter with initiative, drive, and a strong desire to succeed.
• Ability to work under stress and meet deadlines.
• Willingness to work overtime and holidays as requested.
• Willingness to be contactable on an on-call basis after hours by mobile phone.
• Plus points for prior experience in the financial services, payments, or SaaS industries, or holding an ITIL certificate.

Responsibilities

Ticket Resolution

• Handle level 2 escalations in CS day-to-day operations: validate and investigate issues, identify potential root causes, and solve issues (if within L2 accountability).
• Escalate issues to relevant internal or external stakeholders for resolution.
• Own the issue and ensure it is resolved as soon as possible.
• Contribute to firefighting processes as the bridge between the Product Team and CS.
• Ensure all CS teams are aligned on the custom fields that should be filled in for specific fires.

Ticket Analysis

• Generate insights regarding CS case handling to be used and developed further by CS Biz Support.
• Generate insights to be sanitized and/or implemented by CS Biz Support and/or Biz Ops team.
• Generate insights to be proposed to the PS (later called Customer Management) team to be used as considerations for the Product team.
• Coordinate directly with the Product team regarding potential product improvements based on analysis conducted.
• Conduct analysis of CS mishandling to uncover root causes and potential areas of improvement.
• Coordinate potential improvements with the CS Support and Improvement team for further analysis and implementation.

Knowledge Management

• Acquire new product knowledge updates from non-CS teams, e.g., PS, Fraud.
• Serve as the CS contact point for non-CS teams regarding discussions on how new product improvements might impact the way CS handles inquiries.
• Coordinate directly with the Product team for any new product knowledge updates.
• Develop and maintain all knowledge base collateral (Ops Guide/Help Guide, Xendit Docs), ensuring Xendit Docs serves as the single source of truth for CS handling.
• Serve as the ‘expert’ to share product knowledge via training and refreshers.

We offer an exciting and dynamic work environment where your contributions will have a significant impact. If you are passionate about customer support and eager to drive organizational success through innovative and strategic initiatives, we would love to hear from you. Join us in shaping the future of payment solutions in Southeast Asia.