Customer Success Manager (RFI Support), SME & Growth, CN

About this role

ABOUT AIRWALLEX

Airwallex is the AI-native financial operating system for a real-time, intelligent economy. More than 675,000 businesses, including McLaren Racing, Qantas, SHEIN, and TikTok, use us, directly or through our platform partners, to run their financial operations or build and monetize financial products of their own.

We started in Melbourne in 2015 to build the infrastructure global commerce runs on. We're the regulated backbone behind global payments: not by accident, but by design. A decade plus, 85+ licenses, and a financial infrastructure spanning North America, Europe, the Middle East, and Asia-Pacific.

We're co-headquartered in San Francisco and Singapore, with more than 2,700 people across 27 offices. We hire builders with founder-level energy, people who move fast with good judgment, dig in with real curiosity, and make calls from first principles rather than waiting to be told what to do. Read our operating principles https://www.airwallex.com/en-us/operating-principles to see it in full.

主要职责

1.根据公司市场战略，负责对目标客户进行深度维护,包括新客前期服务及存量客户维护。

2.负责新客户从激活到前3单的服务跟进，让客户了解并习惯使用公司的产品，能根据客户需求处理资金查询及内部审核等日常工作。

3.通过高效服务流程，能对存量客户提供主动服务，并高效响应客户咨询，提升服务效率、客户满意度和产品使用体验

4.协同市场、销售团队，培育挖掘沉睡、高潜客户，提升客户价值

5.协同运营、风控、合规团队，识别潜在业务风险，协同战略、产研团队，挖掘客户需求痛点，推动产品优化

1. 在 Salesforce / 内部系统中查看、更新和推进 KYC、Ongoing KYC、TM、KYB 等 RFI case。与 Ops、Risk、Sales、AM、客服等团队协作，推动 case 按 SLA 完成对客户提交的资料进行基础完整性检查，确保信息准确、清晰、可用。

任职要求

1· 本科及以上学历，中英文流利

2· 2年以上客户服务、客户体验、客户成功相关工作经验，同类跨境支付领域B2B业务服务/运营/风控审核，KYC/KYB相关经验者优先。

3·具备良好的学习能力，数据分析能力和总结概括能力

4·结果导向，具有成长性和好奇心，有团队合作精神和跨团队协作沟通能力

APPLICANT SAFETY POLICY: FRAUD AND THIRD-PARTY RECRUITERS

To protect you from recruitment scams, please be aware that Airwallex will not ask for bank details, sensitive ID numbers (i.e. passport), or any form of payment during the application or interview process. All official communication will come from an @airwallex.com http://airwallex.com email address. Please apply only through careers.airwallex.com http://careers.airwallex.com or our official LinkedIn page.