Support publishers and bookstores in adopting publishing-logistics DX services, designing replenishment and production rules, onboarding users, monitoring use, and proposing data-led improvements.
About this role
This full-time Customer Success role supports users of the Kyash digital wallet and related payment and money-transfer services. The work focuses on improving service quality and customer experience, not only by responding to inquiries but also by identifying issues from customer feedback and inquiry data and improving services and operational processes with internal teams.
Responsibilities include handling customer inquiries and escalations involving payments, transfers, deposits and withdrawals, identity verification, and other financial-service matters. The role organizes information during complex inquiries or incidents and coordinates with relevant departments. It also analyzes voice-of-customer feedback and inquiry data, improves FAQs, help pages, response manuals, and operational flows, and plans and implements initiatives to reduce inquiries and improve response quality.
The position works with product, engineering, compliance, risk management, and other teams. It helps establish customer success processes when new features or services are released, shares knowledge with members, provides operational support and training, and designs and improves team KPIs and quality indicators. In the future, the role is expected to contribute as a Customer Success Manager through team operations, member development, work design, KPI management, and resolution of organizational issues.
The posting seeks someone who can use experience in customer support or customer success in the payments or financial-services field while contributing to operational improvement, product improvement, and team building. The Customer Success team has four members: one manager and three members.
The stated internal systems include Slack for communication; Zoom, Google Meet, and huddle meetings for web conferences; Google Calendar; Gmail; Google Workspace applications including Sheets, Docs, and Slides; Microsoft 365; and Mac or Windows PCs. The selection process consists of document screening, a casual interview, first interview, second interview, final interview, and an offer, with the process subject to change depending on circumstances.
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