Customer Success: Quality Assurance and Performance Management

xendit

Jakarta, ID
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 02/20/2021
  • Website: xendit.co
  • Company Address: Rukan Grand Panglima Polim Kav.78 Jl. Panglima Polim Raya Pulo, Kebayoran Baru, Jakarta, 12160

About xendit

Xendit helps businesses accept payments and send money - simply, at speed, with great customer service.

Job Description

Xendit is an Indonesian fintech company that provides payment infrastructure across Southeast Asia. Xendit processes payments, runs marketplaces, disburses payroll and loans, detects fraud and helps other businesses grow exponentially. We serve these companies by providing a suite of world-class APIs and a dashboard UI that simplifies processes. 

Our main focus is to build the most advanced payment rails for South-east Asia, with a clear goal in mind — to make payments in South-east Asia simple, secure and easy for everyone. We currently serve SMEs to some of the region’s largest tech startups and also giant-sized businesses like Samsung. We process millions of transactions monthly, growing 8% month on month for the last 3 years. We are trusted and backed by some of the largest VCs in the world, who invested in Facebook, Slack, Twitch and Grab, and are alumni of the prestigious YCombinator (S15).

As  Customer Success - Quality Assurance and Performance Management you will work with  a  fast-paced team that provides our customers with undivided attention and care. You will make sure that the team delivers high quality service in line with company and team goals. You will be responsible to establish a standard and the measurement framework that should be reflected across Customer Success org. You will work together with Team Leaders and Managers to define gaps and opportunities in order to improve and maintain Team Quality.  Everyday your team will solve different puzzles, so no day will be exactly the same. At Xendit we believe that our customers are the most important stakeholders - so this role is crucial to Xendit. You will be responsible to build and maintain Service

Outcomes

  1. Build a high quality CS services that can valuable for Xendit competitive advantages
    • Understand company & CS team goals and translate it into QA framework
    • Consolidate QA result and run analytics in monthly basis to understand team behaviour
    • Align with all CS managers to identify improvement opportunities
    • Consolidate QA result for performance management
  2. Create and manage Customer Success Performance Management 
    • Work with managers to define KPI & Performance Management framework
    • Consolidate CS performance management
    • Analyze the Performance Management measurement to define gaps and opportunities for improvement
    • Work together with People Development, Team Leaders and Managers to support company and team goals
  3. Do whatever it takes to make Xendit succeed

You may be a good fit if

You are from reputable Universities, majoring:

  • Industrial Engineering
  • Engineering
  • Computer Science
  • Economy (Management/ Business)

You have at least 3 years, experience in: 

  • Online, E-commerce, Payments and Financial Technology Industries 
  • Familiar with QAQC, Customer Services, Operational Excellence, Customer Management 
  • Having experience in QA QC  at least 1 year

Personalities: 

  • Passionate in maintaining quality in many aspect
  • Carry on the head integrity and honesty
  • A decision maker & data driven
  • Agile and think strategically
  • Team driven
What we care about
  • Solve for the customer first: You build what customers want. You think about what is right for customers, not what is easiest for you
  • Demonstrate mastery of honey badgery: You make ambitious goals. Then execute…no matter what stands in the way. When knocked down, you get up
  • Take on challenges willingly and can be trusted to execute: You can be trusted to get things done right the first time quickly. You hit your deadlines
  • You’re like us: You smile a lot, think work is fun and don’t take yourself too seriously. You measure yourself against the best and believe feedback is the breakfast of champions. You follow the golden rule.
  • You’re remarkable: People naturally talk about how awesome you are. If we can’t find someone who raves about you then it’s unlikely we will too.

Related Jobs

Senior Software Engineer - New User Experience

xendit - Jakarta, IDKuala Lumpur, MYSingaporeManila, PHRemote

Senior Software Engineer - Platform

xendit - Jakarta, ID

Senior Software Engineer - Experiments

xendit - Kuala Lumpur, MY

Senior Software Engineer - API

xendit - Jakarta, ID

Senior Software Engineer - Cards

xendit - Jakarta, ID
Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.