Customer Success Manager, Enterprise (POS)

About the role

Airwallex is the AI-native financial operating system used by more than 675,000 businesses worldwide. As a POS Customer Success Manager, you will be the day-to-day partner for connected merchants and POS platforms throughout the POS lifecycle, from KYC and KYB onboarding through terminal provisioning, implementation, launch and ongoing support. The role combines customer relationship management with payments operations and technical troubleshooting, and is based in Singapore.

Key responsibilities

• Support merchants through KYC and KYB onboarding, payment enablement and information requests, resolving blockers with Risk and Operations teams
• Explain onboarding requirements and coordinate accurate business, ownership, store and location information
• Act as the main day-to-day contact, managing operational queries, implementation milestones, testing and go-live readiness
• Coordinate the POS terminal lifecycle: registration, assignment, activation, pairing, deployment, replacement, deactivation and termination
• Ensure terminals are linked to the correct account, location and environment, keeping accurate records
• Provide first-line technical support for the POS platform, including configuration, connectivity, payment flows, integrations, APIs and webhooks
• Troubleshoot terminal, application, integration and payment issues, escalating appropriately to Product, Engineering, Solutions Engineering, Risk or Operations
• Track onboarding progress, terminal status, activation and support trends to spot risks and improve outcomes
• Create troubleshooting guides, SOPs and implementation playbooks, and turn merchant and platform feedback into recommendations for Product and Engineering
• Partner with Sales and Account Management on post-launch engagement, retention, adoption and expansion

Required profile

• 2 to 4 years of experience at a payment service provider, 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, KYB, payment enablement and merchant compliance workflows
• Ability to troubleshoot technical issues methodically and communicate clearly with technical and non-technical stakeholders
• Strong written and verbal English, attention to detail, organisation and follow-through
• Comfort in a fast-paced, cross-functional environment

Preferred qualifications

• Experience at providers such as Adyen, Stripe, Checkout.com, Worldpay, Fiserv, Global Payments or Nuvei
• Experience with POS platforms, restaurant technology, retail systems, marketplaces or SaaS platforms
• Familiarity with payment APIs, SDKs, webhooks, terminal IDs, activation codes and transaction troubleshooting
• Basic understanding of card-present payments, authorisation, capture, refunds, disputes, failures and reconciliation
• Experience with Salesforce, Jira, Zendesk, Looker, Postman or similar tools
• Mandarin or another Southeast Asian language is a plus