Customer Success Specialist

Liquid Group is a Major Payment Institution licensed in Singapore, specializing in cross border payment services for consumers and corporates based across Asia.

Liquid Group empowers and connects businesses and individuals to make transactions in a smart, secure and cost-effective way, anywhere in the world. We operate roamQR, a regional payment network to enable cross-border QR payment services for e-wallet operators, banks, and merchants.; LiquidNow, a platform that provides corporate payment services and business accounts to local businesses, non-Singapore resident corporates and B2B marketplaces for international fund movements and business payments requirements; and LiquidPay, a white-label wallet-as-a-service solution to accelerate the development and adoption of mobile payments for our business partners.

At Liquid Group, we provide vast opportunities for you to gain new knowledge and skills, also to widen your scope of views and experiences in the financial world. We work in a collaborative and adaptive way, exploring innovative ideas and solving challenging problems to develop our products. Together, we ensure efficiency, security, and convenience for our partners and customers.

Website :

Working Arrangement :

Hybrid

Department :

Implementation, Support & Operations

Reports to :

Head of Customer Operations

Location :

Kuala Lumpur, Malaysia

Role Overview

As a Customer Success Executive, you will play a vital role in supporting Liquid Group's customer operations by ensuring smooth onboarding, resolving support issues, and maintaining positive relationships with merchants and partners. This role focuses on execution, coordination, and front-line support, contributing to the delivery of a seamless customer experience within a fast-paced fintech environment.

Key Responsibilities

Customer & Partner Support

Act as the first point of contact for wallets or digital payment apps and acquiring partners, direct clients and merchants (collectively named as "Partners" and partner inquiries via email, chat, or ticketing systems.

• Log, categorize, and resolve Level 1 and Level 2 support tickets in a timely manner; escalate complex issues to the appropriate internal teams.

Track issue resolution progress to ensure adherence to SLAs and internal KPIs.

Onboarding Support

Assist in the onboarding of new end-customers, corporate clients, and e-wallet partners.

Partners

") to integrate into Liquid Group's existing platforms and solutions, i.e. Liquid Network, Liquid Corporate Payment Platform and Liquid App.

Maintain records of onboarding activities and ensure compliance with internal procedures.

Operational Coordination

Coordinate with the internal resources to prepare all items required for integration such as providing tech specifications, test account credentials, SFTP account set-up and credentials, integration documents, user-guides and UAT test document.

Monitor for common operational issues and suggest improvements to reduce friction and manual work.

Reporting & Documentation

Maintain up-to-date documentation on standard operating procedures (SOPs), Settlement and Dispute Resolution Guide, Portals User Guides, and any other operational manuals where relevant.

Assist with generating weekly and monthly reports on ticket volume, resolution rates, and support performance metrics.

Pre & Post technical sales

Participate in the solutioning calls with Sales team to guide Partners.

Walk through with Partners on the Standard Operating Procedures (SOP), Operations Guide, Participation Rules, Settlement and Dispute Resolution process in LiquidNet / LiquidNow system.

Customer Experience Monitoring

Responsible for all new implementation works with Oartners.

Key Performance Indicators :

Meet KPI performance targets set by the team lead, including but not limited to :

Qualifications & Requirements