Customer Success Specialist

FlowNet; Hong Kong; On-site; HKD 180,000 - 280,000; Full time

Job summary

FlowNet is seeking a Customer Success Specialist to own the early customer journey from onboarding to confident day‑to‑day use of our payment products in Hong Kong. You will collaborate with Compliance, Product, Operations and Support to resolve issues quickly, keep customers moving and drive product adoption, with a focus on clear communication and cross‑team coordination.

Fresh graduates who learn fast are welcome if you have 2–5 years in customer success, merchant onboarding or payment

Qualifications

• 2 to 5 years in customer success, merchant onboarding or payment operations within payments, fintech, cross-border collection or banking
• Fresh graduate is welcome if you're a quick learner
• Working knowledge of KYC/KYB onboarding and payment or settlement flows
• Strong written and spoken English; Mandarin is a strong advantage
• Clear communicator who can explain complex processes simply
• Structured and ownership-driven, comfortable managing multiple cases and cross-team follow-ups
• Experience with CRM or ticketing tools is a plus

Responsibilities

• Guide customers through onboarding and account activation, including documentation, account setup and payment workflow requirements
• Give clear updates on onboarding status, next steps and timelines
• Support day-to-day payment queries: payment initiation, receipt flows, settlement expectations and common operational scenarios
• Troubleshoot payment issues, identify root causes and coordinate fixes with internal teams
• Build trusted working relationships with customers, follow up regularly and drive product adoption and retention
• Escalate high-priority concerns promptly and professionally
• Act as the bridge between customers and Compliance, Product and Operations, and make sure customers get consistent information at every touchpoint
• Create and improve FAQs, onboarding guides and communication templates
• Track cases, turnaround times and onboarding progress, keep accurate records, and flag recurring pain points and process bottlenecks

Skills

Customer success

Communication

Documentation

Cross-functional collaboration

Tools

CRM tools

Ticketing systems

Job description

We are looking for a Customer Success Specialist to own the early customer journey, from onboarding and activation through to confident day-to-day use of our payment products. You will be working with your manager and supporting the team in serving customers, working closely with Compliance, Product, Operations and Support to resolve issues quickly and keep customers moving.

What you will do

• Guide customers through onboarding and account activation, including documentation, account setup and payment workflow requirements
• Give clear updates on onboarding status, next steps and timelines
• Support day-to-day payment queries: payment initiation, receipt flows, settlement expectations and common operational scenarios
• Troubleshoot payment issues, identify root causes and coordinate fixes with internal teams
• Build trusted working relationships with customers, follow up regularly and drive product adoption and retention
• Escalate high-priority concerns promptly and professionally
• Act as the bridge between customers and Compliance, Product and Operations, and make sure customers get consistent information at every touchpoint
• Create and improve FAQs, onboarding guides and communication templates
• Track cases, turnaround times and onboarding progress, keep accurate records, and flag recurring pain points and process bottlenecks

What we are looking for

• 2 to 5 years in customer success, merchant onboarding or payment operations within payments, fintech, cross-border collection or banking
• Fresh graduate is welcome if you're a quick learner
• Working knowledge of KYC/KYB onboarding and payment or settlement flows
• Strong written and spoken English; Mandarin is a strong advantage
• Clear communicator who can explain complex processes simply
• Structured and ownership-driven, comfortable managing multiple cases and cross-team follow-ups
• Experience with CRM or ticketing tools is a plus