Customer Success Generalist (Midnight & Dawn)

Customer Success Generalist (Midnight & Dawn) Join to apply for the

Customer Success Generalist (Midnight & Dawn)

role at

Xendit

Xendit provides payment infrastructure across Southeast Asia, with a focus on Indonesia, the Philippines and Malaysia. We process payments, power marketplaces, disburse payroll and loans, provide KYC solutions, prevent fraud, and help businesses grow exponentially. We serve our customers by providing a suite of world‑class APIs, eCommerce platform integrations, and easy‑to‑use applications for individual entrepreneurs, SMEs, and enterprises alike.

Our main focus is building the most advanced payment rails for Southeast Asia, with a clear goal in mind — to make payments across and within SEA simple, secure and easy for everyone. We serve thousands of businesses ranging from SMEs to multinational enterprises, and process millions of transactions monthly. We’ve been growing rapidly since our inception in 2015, onboarding hundreds of new customers every month, and backed by global top‑10 VCs. We’re proud to be featured among the fastest growing companies by Y‑Combinator.

About the Job As a Customer Success Generalist, you will be in a fast‑paced team that provides our customers with undivided attention and care. You will be ready to take on any issues or inquiries that our customers raise, work to prevent fires and support our customers’ hurdles. You will capture important customer insights and feedback from inquiries that you receive, which will help us continuously improve our product and service delivery. You will collaborate with various departments to solve the inquiries from customers. Through all the intensity of Customer Success, you will be the expert of our customers. You will understand our customers’ pains and solve them as your day‑to‑day activities! Given the continuous nature of transactions in the payments industry, we must remain prepared at all times to assist our customers. As customers are our utmost priority, your role as the Customer Success is crucial.

Behaviors

Responsive

Enjoy the puzzle of solving open‑ended problems; you have a great analytical mindset

Willing to be rostered for weekends and public holidays

Perform can‑do attitude in handling assigned projects which involve research, analysis, and driving them to completion if required

Communicate well in English across teams within Xendit discipline and self‑driven confidence, eager to learn

Goal oriented and able to pursue objectives consistently

Show empathy and provide calm responses to our customers to win their confidence

Experience

Minimum 1 year of experience in Customer/Merchant Operations management or similar departments in B2B sectors and/or Relationship Management Experience in Banks, Financial Institutions. Fresh graduates who are eager to learn are also welcome.

Bachelor’s degree from reputable universities majoring in Engineering, Management, Finance/Accounting, Communications, Computer Science/IT

Plus point if you are experienced in ticket management platforms such as Zendesk, Freshdesk, Zoho, or similar tools

Responsibilities

Communicate with customers through Email, Whatsapp, Slack, Live Chat, and ticketing platforms.

Provide necessary information requested by customers including but not limited to transaction, product, and onboarding related questions, and do escalation to related stakeholders if necessary.

Analyze customer transaction status with operational tools (Splunk, Redash, Postman).

Show empathy to ensure customer satisfaction.

Raise awareness of existing issues or problems to other CS teams.

Ask relevant questions to the customer to capture more context of the inquiries.

Identify detailed types of inquiries in the ticketing platform for inquiry data insight, that will be used for product and process improvement.

Provide support to our customers during

Midnight & Dawn

time (operation working hour from 8PM - 2AM / 2AM - 8AM Jakarta time).

Drive or Contribute to Changes & Implementation

Generate ideas for operational excellence projects from experience in handling customer inquiries.

Contribute to operational excellence projects and coordinate with relevant stakeholders.

How Xendit Invests in Its People

Opportunities for learning and development on the job

Flexible leave policies

Flexible hours

Employee loan

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