POS Customer Success Manager — Launch & Ongoing Support

Airwallex; Singapore; Hybrid; SGD 70,000 - 110,000; Full time

Job summary

Airwallex is hiring a POS CSM in Singapore to partner with connected merchants and POS platforms through the lifecycle—from KYC onboarding to go-live and ongoing support. You will combine customer relationship management with payments operations and technical troubleshooting to help merchants go live smoothly and operate confidently.

The role focuses on maintaining accurate records, coordinating terminal provisioning, and providing practical support across APIs, webhooks and payments flows in a

Qualifications

• 2 to 4 years of experience at a large payment service provider, payments processor, fintech or payment technology company.
• Hands-on experience supporting POS terminals, payment acceptance or merchant onboarding.
• Working knowledge of KYC and KYB processes, payment enablement and merchant compliance workflows.
• Experience creating SOPs, dashboards or training materials.

Responsibilities

• Support connected merchants through KYC and KYB onboarding, payment enablement and information requests.
• Explain onboarding requirements clearly and collect accurate merchant information.
• Be the primary day-to-day contact for merchants and POS platforms through onboarding to go-live.
• Coordinate the POS terminal lifecycle including activation, deployment and deactivation.
• Provide first-line technical support for the Airwallex POS platform and integrations.
• Investigate and troubleshoot terminal, POS application, and payment issues with logs and IDs.
• Track onboarding progress, terminal status and support trends to identify risks.
• Create and maintain troubleshooting guides and implementation playbooks.

Skills

POS provisioning

Merchant operations

Technical support

Customer success

Technical account management

KYC/KYB

Tools

Salesforce

Jira

Zendesk

Looker

Postman

Job description

Airwallex is hiring a POS CSM in Singapore to partner with connected merchants and POS platforms through the lifecycle—from KYC onboarding to go-live and ongoing support. You will combine customer relationship management with payments operations and technical troubleshooting to help merchants go live smoothly and operate confidently.

The role focuses on maintaining accurate records, coordinating terminal provisioning, and providing practical support across APIs, webhooks and payments flows in a