POS Onboarding & Success Lead

Airwallex-; Singapore; On-site; SGD 60,000 - 95,000; Full time

Job summary

Airwallex Singapore is seeking a POS Customer Success Manager to partner with connected merchants and POS platforms from KYC onboarding through terminal provisioning, go-live and ongoing support.

You will work cross-functionally with Risk, Operations, Solutions Engineering and Product to resolve blockers, ensure accurate records, and drive scalable, reliable POS launches across Southeast Asia.

Qualifications

• Experience with POS provisioning or lifecycle management.
• Experience onboarding merchants and handling KYC/KYB.
• Strong written and verbal English communication skills.
• Ability to troubleshoot technical issues across multiple teams.
• Experience with PSPs or payment platforms is a plus.

Responsibilities

• Support connected merchants through KYC and KYB onboarding, payment enablement and information requests, working with Risk and Operations teams to resolve blockers and keep launches on track.
• Explain onboarding requirements clearly and coordinate the collection of accurate merchant and store information.
• Act as the primary day-to-day contact for merchants and POS platforms, managing operational queries, implementation milestones, testing and go-live readiness.
• Coordinate the POS terminal lifecycle, including registration, activation, pairing, deployment, replacement, deactivation and termination.
• Ensure terminals are linked to the correct connected account, merchant location and POS environment, while maintaining accurate records across internal and customer systems.
• Provide first-line technical support for the Airwallex POS platform, including terminal configuration, connectivity, payment flows, POS integrations, APIs and webhooks.
• Investigate and troubleshoot terminal, POS application, integration and payment issues by gathering relevant logs, transaction IDs, device details and API responses.
• Distinguish between merchant configuration, POS platform, hardware, connectivity and Airwallex product issues, escalating appropriately to Product, Engineering, Solutions Engineering, Risk or Operations.
• Support merchants using standalone and cloud-connected POS modes, helping them understand the relevant setup and operational requirements.
• Track onboarding progress, terminal status, activation, transaction readiness and support trends to identify risks and improve merchant outcomes.
• Create and maintain troubleshooting guides, standard operating procedures and implementation playbooks to improve support quality and scale operations.
• Capture recurring merchant and platform feedback and translate it into actionable recommendations for Product and Engineering.
• Partner with Sales and Account Management on post-launch engagement, customer retention, product adoption and expansion opportunities.

Skills

POS provisioning

Merchant operations

Technical support

KYC KYB processes

Customer success

English communication

Tools

Salesforce

Jira

Zendesk

Looker

Postman

Job description

Airwallex Singapore is seeking a POS Customer Success Manager to partner with connected merchants and POS platforms from KYC onboarding through terminal provisioning, go-live and ongoing support.

You will work cross-functionally with Risk, Operations, Solutions Engineering and Product to resolve blockers, ensure accurate records, and drive scalable, reliable POS launches across Southeast Asia.