Customer Success Specialist

3 weeks ago

Kuala Lumpur, Malaysia Coda Payments Full time

Customer Success Specialist (Mandarin/English)

**What We Do**

At Coda, we break down barriers between publishers and their audiences by thinking outside of the app. Coda is trusted by 300+ top digital content publishers - including industry giants Activision Blizzard, Bigo, Electronic Arts, Riot Games, and Zynga - to grow revenue, profit margins, and customer engagement in 60+ markets with ease. For publishers, this means less lift, more players and more payers. For players, Coda's solutions allow them to pay for play their way.

Our winning formula? A laser-focused, pragmatic attitude coupled with an unwavering commitment to excellence. We are customer-centric, creative, and solution-oriented, always delivering to our users the top-tier entertainment content they want at competitive prices.

If you're ambitious, bold and ready to take your career to the next level, get in touch

**Product Operations at Coda**

Join the Product Operations team at Coda and play a key role in our mission. Our team members deal with day-to-day tasks, working hand in hand with other departments to meet important business objectives.

As a member of the Product Ops team, you will have the chance to chart your own course, contributing to innovative products that are vital to Coda's success. You will enjoy the freedom to try new things, aim for improvement, and confront challenges head-on.

With your sharp attention to detail and enthusiasm for operations, you will handle everything from project planning and implementation to ongoing support. The sky's the limit in terms of what you can achieve

As a Customer Success Specialist, you'll become part of the Product Operation team whose main focus is to support our publisher (Game industry and Creator Economy) during the implementation's pre-sales, integration and post-launch phases-continuously analysing and improving processes and tooling to ensure flawless experience of API users, regardless of whether it's a huge enterprise or another Codapay user calling our API.

**Responsibilities**
- **Customer Communication**: Engage with customers via online meetings to ensure they understand and can effectively use our products.
- **Integration Monitoring**: Regularly check the integration status of customers to ensure smooth progression and closely monitor onboarding channels.
- **Relationship Building**: Build and maintain strong customer relationships to ensure satisfaction and long-term cooperation.
- **Needs Assessment**: Identify customer needs and goals, providing personalized solutions to meet their expectations.
- **Feedback Collection**: Gather customer feedback and share it with internal teams to drive product improvements and optimizations.
- **Post-Launch Support**: Support all assistance needs for designated merchants post-launch, ensuring their operations run smoothly.
- **Technical Support and Collaboration**: Provide ongoing technical support, collaborate with product and engineering teams to resolve any issues, and work to grow the Total Payment Volume (TPV). Proactively monitor and scale the TPV.

**Requirements**:

- Proficiency in Mandarin and English. Language proficiency is essential to effectively communicate with publishers and stakeholders
- Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
- At least 2 years of experience in technical support or customer success roles.
- Familiarity with API and technical integration processes.
- Excellent communication skills, able to effectively interact with both technical and non-technical personnel.
- Strong problem-solving skills and initiative, able to work under pressure.
- Proficiency with various customer support tools and platforms.

**Nice to Have**
- Familiarity with SQL, Postman, Mobile WebView and related integration technologies.
- Experience in supporting China customers is a plus**Working at Coda**

Joining the Coda team means diving into a fast-paced, challenging, and exciting world. With Codans spread across over 30 countries around the world, our highly collaborative environment breaks down time zones and cultural barriers, empowering you to chase innovative ideas, contribute to Coda's growth, and make a lasting impact.

If you have a passion for pushing boundaries, and thrive on continuous improvement through experimentation, we'd love to hear from you

**Our Perks**

**WFH Support** : Get a monthly allowance to cover your work-from-home expenses and keep you connected.

**Wellness Boost** : Stay healthy with resources for physical and mental well-being with our flexible benefits and Employee Assistance Program - because you matter

**Customized Benefits** : Tailor your benefits with our flexible plan.

**Growth Opportunities** : Unlock your potential through clear progression paths.

**Skill Development** : Access training resources to fuel your personal and professional growth.

**Volunteer Time Off** : Enjoy paid time off to make a differenc

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