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Customer Success Manager, Enterprise

Airwallex· Enterprise Business
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SG - SingaporeFull-timePosted 4w ago

About the role

POS-focused customer success role supporting connected merchants and POS platforms throughout the lifecycle, from onboarding to launch and ongoing support, based in Singapore.

Responsibilities

  • Support connected merchants through KYC and KYB onboarding, payment enablement and information requests, working with Risk and Operations teams to resolve blockers and keep launches on track.
  • Explain onboarding requirements clearly and coordinate the collection of accurate business, ownership, store and location information.
  • Act as the primary day-to-day contact for merchants and POS platforms, managing operational queries, implementation milestones, testing and go-live readiness.
  • Coordinate the POS terminal lifecycle, including registration, assignment, activation, pairing, deployment, replacement, deactivation and termination.
  • Ensure terminals are linked to the correct connected account, merchant location and POS environment, while maintaining accurate records across internal and customer systems.
  • 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 relevant logs, transaction IDs, device details and API responses.
  • Distinguish between merchant configuration, POS platform, hardware, connectivity and Airwallex product issues, escalating appropriately to Product, Engineering, Solutions Engineering, Risk or Operations.
  • Support merchants using standalone and cloud-connected POS modes, helping them understand the relevant setup and operational requirements.
  • Track onboarding progress, terminal status, activation, transaction readiness and support trends to identify risks and improve merchant outcomes.
  • Create and maintain troubleshooting guides, standard operating procedures and implementation playbooks to improve support quality and scale operations.
  • Capture recurring merchant and platform feedback and translate it into actionable recommendations for Product and Engineering.
  • Partner with Sales and Account Management on post-launch engagement, customer retention, product adoption and expansion opportunities.

Qualifications

  • 2 to 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, including activation, assignment, replacement, deactivation or related operational processes.
  • Ability to troubleshoot technical issues methodically and communicate clearly with both technical and non-technical stakeholders.
  • Strong written and verbal communication skills in English, with the ability to manage multiple merchant and platform stakeholders.
  • Excellent attention to detail, organisation and follow-through.
  • Comfort working in a fast-paced, cross-functional environment with evolving processes and priorities.

Skills

Required:KYC/KYB onboardingPOS terminal provisioningTechnical troubleshootingStakeholder communication
Last updated Oct 7, 2026. Interested? Apply on the company site.
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About Airwallex

Trusted Global Payments & Financial Platform

Grow your business faster with Airwallex - global business accounts, high speed transfers, multi-currency cards, online payments, embedded finance, and more.

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