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Airwallex is a unified payments and financial platform serving over 250,000 global businesses. The company is valued at $11 billion and backed by leading investors including Sequoia, Visa, and Mastercard.
You will join the POS (Point of Sale) team as a Customer Success Manager, serving as the day-to-day partner for connected merchants and POS platforms throughout their lifecycle with Airwallex. This role combines customer relationship management with practical payments operations and technical troubleshooting to ensure merchants launch smoothly and operate with confidence.
Key Responsibilities:
- Support merchants through KYC and KYB onboarding, payment enablement, and information requests, coordinating with Risk and Operations teams to resolve blockers and maintain launch timelines.
- Serve as the primary contact for merchants and POS platforms, managing operational queries, implementation milestones, testing, and go-live readiness.
- Coordinate the complete POS terminal lifecycle: registration, assignment, activation, pairing, deployment, replacement, deactivation, and termination.
- Ensure terminals are correctly linked to connected accounts, merchant locations, and POS environments while maintaining accurate records.
- Provide first-line technical support for the Airwallex POS platform, including terminal configuration, connectivity, payment flows, POS integrations, APIs, and webhooks.
- Investigate and troubleshoot terminal, POS application, integration, and payment issues by gathering logs, transaction IDs, device details, and API responses.
- Distinguish between merchant configuration, POS platform, hardware, connectivity, and Airwallex product issues, escalating appropriately to relevant teams.
- Support merchants using standalone and cloud-connected POS modes.
- Track onboarding progress, terminal status, activation, transaction readiness, and support trends to identify risks and improve outcomes.
- Create and maintain troubleshooting guides, standard operating procedures, and implementation playbooks.
- Capture merchant and platform feedback and translate it into actionable recommendations for Product and Engineering teams.
- Partner with Sales and Account Management on post-launch engagement, retention, adoption, and expansion opportunities.
Requirements:
Minimum: 2–4 years of experience at a large payment service provider, payments processor, fintech, or payment technology company, ideally in POS provisioning, merchant operations, implementation, technical support, customer success, or technical account management. Hands-on experience supporting POS terminals, payment acceptance, merchant onboarding, or connected-account operations. Working knowledge of KYC and KYB processes, payment enablement, and merchant compliance workflows. Practical experience with POS terminal provisioning or lifecycle management. Ability to troubleshoot technical issues methodically and communicate clearly with technical and non-technical stakeholders. Strong written and verbal English communication skills. Excellent attention to detail, organization, and follow-through. Comfort in fast-paced, cross-functional environments with evolving processes.
Preferred: Experience at PSPs such as Adyen, Stripe, Checkout.com, Worldpay, Fiserv, Global Payments, or Nuvei. Experience supporting POS platforms, restaurant technology, retail systems, marketplaces, or SaaS platforms. Familiarity with payment APIs, SDKs, webhooks, payment intents, terminal IDs, and transaction troubleshooting. Basic understanding of card-present payments, authorization, capture, refunds, disputes, and reconciliation. Experience with Salesforce, Jira, Zendesk, Looker, Postman, or similar tools. Experience creating SOPs, dashboards, playbooks, or training materials. Mandarin or another Southeast Asian language.
