Merchant Success Specialist

KPay Group (KPay) is a leading fintech company dedicated to empowering businesses of all sizes with simple, smart, seamless and secure technology solutions. Serving over 57,000 merchants across Hong Kong, Singapore, Japan and Australia. KPay is unleashing merchants' growth potential by building a one-stop platform for financial management, business operations and digital transformation. KPay secures a record USD 55 million in 2024, marking the largest series A fundraise globally in the payments sector for the year.

Key Responsibilities

• Act as the primary relationship manager for a portfolio of high GPV merchants.

• Provide proactive account management and ensure timely resolution of merchant issues.

• Educate merchants on new products, features, tools, and best practices to increase engagement and transaction volume.

• Work closely with CS, Operations and Product teams to deliver a seamless merchant experience.

• Monitor merchant performance and identify growth/Upsell opportunities.

• Prepare regular reports on merchant satisfaction, retention, and GPV growth.

• Support escalations, ensuring quick turnaround and strong communication with merchants.

• Maintain a deep understanding of competitive offerings and market trends to advise merchants effectively.

Requirements

• 1-2 years of experience in account management, customer success, or merchant success, ideally in fintech, payments or POS companies

• Strong relationship-building and communication skills with a customer-first mindset.

• Proven ability to drive engagement, growth, and retention with key accounts.

• Comfortable working with data and performance metrics to provide actionable insights.

• Collaborative, detail-oriented, and able to manage multiple accounts in a fast-paced environment.