Customer Success Manager, Enterprise (POS)

Location: Singapore

Company

Airwallex provides an integrated payments and financial platform for global businesses, including business accounts, payments, spend management, treasury, and embedded finance.

What you will do

• Support connected merchants and POS platforms through KYC/KYB onboarding, payment enablement, implementation, testing, launch, and ongoing support.
• Coordinate the full POS terminal lifecycle, including registration, assignment, activation, pairing, deployment, replacement, deactivation, and termination.
• Provide first-line technical support for terminal configuration, connectivity, payment flows, POS integrations, APIs, and webhooks.
• Investigate merchant, terminal, POS application, integration, and payment issues using logs, transaction IDs, device details, and API responses.
• Escalate issues to Product, Engineering, Solutions Engineering, Risk, or Operations and maintain accurate operational records.
• Create troubleshooting guides, standard operating procedures, implementation playbooks, and product feedback for scalable merchant support.

Requirements

• 2–4 years of experience in payments, fintech, payment technology, merchant operations, implementation, technical support, customer success, or technical account management.
• Hands-on experience with POS terminals, payment acceptance, merchant onboarding, connected accounts, or terminal provisioning and lifecycle management.
• Working knowledge of KYC, KYB, payment enablement, and merchant compliance workflows.
• Ability to troubleshoot technical issues methodically and communicate with technical and non-technical stakeholders.
• Strong written and verbal English communication skills are required.
• Strong attention to detail, organisation, follow-through, and comfort working in a fast-paced cross-functional environment.

Nice to have

• Experience with PSPs such as Adyen, Stripe, Checkout.com, Worldpay, Fiserv, Global Payments, or Nuvei.
• Experience supporting POS platforms, restaurant technology, retail systems, marketplaces, SaaS platforms, or connected-merchant models.
• Familiarity with payment APIs, SDKs, webhooks, payment intents, terminal IDs, activation codes, card-present payments, and transaction troubleshooting.
• Experience with Salesforce, Jira, Zendesk, Looker, Postman, dashboards, implementation playbooks, or internal training materials.
• Mandarin or another Southeast Asian language.

Culture & Benefits

• Work with commercial, risk, operations, solutions engineering, product, and engineering teams.
• Take ownership of complex payment and platform challenges in a customer-focused environment.
• Contribute to reliable and scalable POS launches across Southeast Asia.
• Develop operational processes and support materials that improve merchant outcomes.