POS Customer Success Manager, Enterprise

About the team

You'll join the POS team, which helps merchants and software platforms accept in-person payments through Airwallex terminals and connected POS systems. We work across commercial, risk, operations, solutions engineering, product and engineering teams to make POS launches reliable and scalable across Southeast Asia. The team is customer-focused, technically minded and hands-on, with opportunities to take ownership early and grow through exposure to complex payment and platform challenges.

What you'll do

As a POS CSM, you will be the day-to-day partner for connected merchants and POS platforms throughout the POS lifecycle, from KYC and KYB onboarding through terminal provisioning, implementation, launch and ongoing support. You will combine customer relationship management with practical payments operations and technical troubleshooting to help merchants go live smoothly and operate with confidence. This role is based in Singapore.

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 business, ownership, store and location 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, assignment, 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.

Who you are

We're looking for people who meet the minimum requirements for this role. The preferred qualifications are great to have, but are not mandatory for this role.

Minimum qualifications:

• 2 to 4 years of experience at a large payment service provider, payments processor, fintech or payment technology company, ideally in POS provisioning, merchant operations, implementation, technical support, customer success or technical account management.
• Hands-on experience supporting POS terminals, payment acceptance, merchant onboarding or connected-account operations.
• Working knowledge of KYC and KYB processes, payment enablement and merchant compliance workflows.
• Practical experience with POS terminal provisioning or lifecycle management, including activation, assignment, replacement, deactivation or related operational processes.
• Ability to troubleshoot technical issues methodically and communicate clearly with both technical and non-technical stakeholders.
• Strong written and verbal communication skills in English, with the ability to manage multiple merchant and platform stakeholders.
• Excellent attention to detail, organisation and follow-through.
• Comfort working in a fast-paced, cross-functional environment with evolving processes and priorities.

Preferred qualifications:

• Experience at a PSP such as Adyen, Stripe, Checkout.com, Worldpay, Fiserv, Global Payments, Nuvei or a similar provider.
• Experience supporting POS platforms, restaurant technology, retail systems, marketplaces, SaaS platforms or other connected-merchant models.
• Familiarity with payment APIs, SDKs, webhooks, payment intents, terminal IDs, activation codes and transaction troubleshooting.
• Basic understanding of card-present payments, authorisation, capture, refunds, disputes, payment failures and reconciliation.
• Experience with tools such as Salesforce, Jira, Zendesk, Looker, Postman or similar operational and technical platforms.
• Experience creating standard operating procedures, dashboards, implementation playbooks or internal training materials.
• Mandarin or another Southeast Asian language is a plus.
• Airwallex's connected-account POS model requires merchants to complete KYC and KYB, while terminal operations include registration, activation, account assignment and ongoing lifecycle management. The role also reflects the customer-facing and technical collaboration commonly expected of payments customer success professionals.