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Xendit is a Southeast Asian payment infrastructure platform processing millions of transactions monthly for SMEs and enterprises. As Merchant Operations Team Lead, you will lead the Thailand merchant operations team, overseeing KYC profile reviews, merchant eligibility assessments, and payment channel activations in compliance with regulatory requirements.
Your responsibilities include team leadership and performance management, coaching and developing team members, and monitoring KPIs. You will review merchant profiles (LDD, BDD, business use cases) to determine eligibility and support payment channel activations by coordinating with external partners and internal teams. You'll resolve onboarding and activation issues, track progress, and ensure smooth end-to-end merchant experiences.
You will collaborate cross-functionally with Compliance, Risk, Product, Sales, and Partnerships teams to solve complex cases efficiently. You'll drive operational excellence by improving processes, reducing inefficiencies, and ensuring SLA adherence. Additional responsibilities include acting as escalation point for complex cases, implementing new tools and automation initiatives, tracking operational metrics, and supporting new market launches.
The ideal candidate has 3-5 years in customer-facing, merchant onboarding, or similar operations roles. You must be professionally fluent in English and Thai. A bachelor's degree in Business Administration, Finance/Accounting, Communications, or Computer Science is required. Experience in fintech/banking operations or client account opening is a plus. You should demonstrate strong leadership, analytical skills, adaptability, and the ability to manage competing priorities in a fast-paced environment.
