Joblaze summary

In the role of Chinese Merchant Support at Xendit, the individual will engage directly with customers to address inquiries and resolve issues, ensuring a high level of satisfaction. The position requires strong analytical skills and experience in customer operations, particularly within B2B sectors, alongside fluency in Mandarin and English. This role is ideal for someone with a background in finance or technology who thrives in fast-paced environments and enjoys problem-solving. Xendit emphasizes customer feedback to enhance its payment solutions, making this position pivotal to the company's growth.

Joblaze insights

Listed about 2 months ago — first seen on Joblaze September 3, 2026. Last confirmed on Xendit's careers page October 27, 2026.
Microsoft Office appears in 0.9% of 5037 comparable mid other roles; English appears in 0.2% of 5037 comparable mid other roles.

Quick facts

How much experience is required?: 3–4 years of relevant experience for this Chinese Merchant Support role.
What's the tech stack?: Joblaze extracted these technologies from the posting: English, Freshdesk, Google Suite, Mandarin, Microsoft Office, Zendesk.
What seniority level is this role?: Xendit targets mid-level candidates for this position.
Is this full-time or contract?: Full-time for this Chinese Merchant Support role at Xendit.

From the original posting

Xendit is an enterprise payments platform powering complex financial operations across Southeast Asia and global markets. We provide a unified API layer combining payment processing, global payouts, localized FX, identity compliance, and fraud protection. As a trusted financial partner backed by top-tier global investors, Xendit processes high-throughput transaction flows for leading global platforms including Meta, Traveloka, ByteDance, Wise, and Grab, building resilient payment infrastructure to drive regional commerce forward.

About the Job

As a Chinese Merchant Support, you will be in a fast-paced team that provides our customers with undivided attention and care. You will be ready to take on any issues or inquiries that our customers raise, work to prevent fires and sooth our customer's frustrations. Every day you will solve different puzzles, so no day will be exactly the same. At Xendit we believe that our customers are the most important stakeholders - so this role is crucial to Xendit. You’ll surface important customer insights and feedback which will help us to continuously improve our products and build new ones! You will be in close coordination within the technical department, and be exposed to all the product teams and customers.

Through all the intensity of Merchant Support, you will be the expert of our customers. You will understand our customers’ pains, solve them, and get satisfaction from our customers’ compliments! You will also be exposed to a variety of projects that help to improve the current team processes like utilizing automation in internal processes to reduce manual work and maximize team productivity.

Minimum Qualifications

Behaviors

Enjoy the puzzle of solving open-ended problems; you have a great analytical mindset
Are ready and willing to be rostered on for nights and weekends - shift work doesn’t phase you
Happily take on new projects which involve researching to quickly become a subject matter expert, and driving them to completion
Ability to think out of the box and to be assertive in offering solutions to posed problems or situations.
High flexibility and detail-orientation
Ability to multitask to meet constant business demands and priorities.
Resilient to challenges and setbacks, enthusiastic and motivated to work in a fast-paced and high-pressure environment.
Focused to meet delivery and quality targets.

Experience

Fresh graduate or 1+ years of experience in Customer/Merchant Operations management or similar departments in B2B sectors and/OR Relationship Management Experience in Banks, Financial Institutions.
Bachelor’s Graduate from reputable Universities majoring in :

Engineering
Management
Finance / Accounting
Communications
Computer science/IT

Experienced in ticket management platform i.e. Zendesk, Freshdesk, Zoho, or similar tools
Must be professionally fluent in both English and Mandarin
Standard proficiency with Microsoft Office or Google Suite tools (Word, Excel, Powerpoint, Gdocs, Gsheets, Gslides)

Preferred Qualifications

Plus points if you have prior experience in a fintech/banking operations function or previously worked with opening client accounts.

Responsibilities

Willing to work on a rotating shift schedule:
- Weekday : 9AM - 4PM / 4PM - 11PM GMT+8
- Weekend : 10AM - 7PM GMT+8
Interact with customers through communication channels (WeChat, Email)
Solve customer first
- Attending to our customer's needs, requests, and problems
- Ensuring to communicate the problem and how to solve it
- Showing empathy to ensure customer satisfaction
- Raising awareness of issues or problems to other team members
Identify and initiate changes to help scale up our operations (i.e. documentation)
Analysing and planning overall customer service excellence
Identify areas for improvement and perform customer quality analysis
Do whatever it takes to make Xendit succeed

Chinese Merchant Support