Customer Success Manager, 6-months contract (Fintech Payment Industry)

OPTIMUM SOLUTIONS (SINGAPORE) PTE LTD; Singapore; On-site; SGD 80,000 - 100,000; Full time

Job summary

A leading financial services firm in Singapore is looking for a skilled customer service professional for a 6-month contract role. Responsibilities include serving as the primary contact for merchants, educating them on account operations, and driving service improvements. The ideal candidate will have at least 7 years of experience in customer servicing, strong skills in Microsoft Office, and familiarity with data visualization tools. Competitive compensation offered.

Qualifications

• 7 years of experience in Customer Servicing, Merchant Servicing, Account Management, or Customer Success.
• Proven track record in delivering client-focused solutions and improving customer satisfaction.
• Strong proficiency in Microsoft Office Suite (Excel, PowerPoint, Word).

Responsibilities

• Serve as the primary contact for assigned merchants.
• Educate merchants on product usage and account operations.
• Drive continuous improvement across servicing metrics.
• Manage compliance and documentation requirements.
• Collaborate with cross-functional teams on servicing issues.

Skills

Customer Servicing

Account Management

Data Visualization

Microsoft Office Suite

Education

Bachelor’s degree or equivalent work experience

Tools

Looker

Tableau

Job description

This is a 6-months contract role.

Responsibilities

• Serve as the primary contact for assigned merchants, handling both general servicing (e.g., account configuration, transaction inquiries) and case-based support (e.g., appeals and dispute requests).
• Educate merchants on product usage, account operations, and best practices—either directly or through subject matter experts.
• Drive continuous improvement across servicing metrics (SLA performance, ticket resolution, contact reduction, merchant satisfaction).
• Manage compliance, risk, and regulatory documentation requirements (e.g., PCI DSS compliance).
• Resolve merchant disputes and adjudications with clear communication and proper documentation.
• Own lower-complexity servicing issues and collaborate with specialist teams on higher-complexity cases.
• Work cross-functionally with Account Managers, Customer Service, Technical Account Managers, Pricing Operations, Finance, Risk, and Site Reliability Engineering teams.
• Monitor performance, conduct case reviews, and support ongoing configuration and operational enhancements.

Requirements

• Bachelor’s degree or equivalent work experience.
• 7 years of experience in Customer Servicing, Merchant Servicing, Account Management, or Customer Success; 10+ years preferred.
• Proven track record in delivering client-focused solutions and improving customer satisfaction.
• Strong proficiency in Microsoft Office Suite (Excel, PowerPoint, Word).
• Experience with data visualization tools such as Looker or Tableau (or willingness to learn).
• Prior experience in the payments or financial services industry is preferred.