Customer Success Specialist

3 weeks ago

Kuala Lumpur, Malaysia Coda Payments Full time

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

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