Technical Account Management Team Leader

EBANX

Shanghai
Permanent
Full-time

14 days ago

At EBANX, you'll help expand access to payments and technology in some of the world's most dynamic markets. We're a unicorn-status fintech, AI-powered, and scaling fast across 29 countries and counting.Our platform connects leading global companies to more than 1 billion consumers, enabling seamless cross-border payments where it matters most. We build with purpose, move with speed, and create solutions that are both innovative and inclusive.If you're looking to be part of a company that's transforming the future of payments with clarity, ambition, and real-world impact - we'd love to meet you.In Operations, we ensure everything runs with excellence, security, and according to the right processes. We focus on efficiency and quality, making sure every step of our solution happens smoothly, accurately, and reliably.We are seeking a Technical Account Management Team Leader to be part of a high growth technology and payments company with a solid track record of delivering high value to our customers. By joining us you will have the opportunity to be a part of our growing Corporate Initiatives Team. The ebanker will work with the Payments Operations Teams in APAC focused on Strategics Merchants, you will find many opportunities to engage with different business areas (technology teams, fraud prevention, commercial, product, engineering and merchant experience) and improve the overall performance of payment solutions offered by EBANXYour day-to-day impact:

Monitoring the performance of payment systems, identifying areas for improvement, and implementing optimization solutions;
Using tools like SQL, Tableau, and Kibana to monitor platform metrics (e.g., average latency, SLA compliance);
Conducting system-level investigations, such as investigating the increase in latency or higher chargeback rates, which will require knowledge of APIs, SQL, and log monitoring tools like Kibana;
Managing incident management, which includes handling merchant communication/escalation during/after the incident, writing/reviewing incident reports, generating impacted transaction lists, and resolving transaction issues;
Assisting customers in implementing and integrating the company's payment systems using knowledge of resources and solutions suitable for their business;
Supporting merchants around key issues and working internally to solve them quickly;
Having a deep understanding of the payment products and services offered by the company and applying merchant performance improvements. Monitoring the main KPIs (e.g., volume, approval rate, chargeback rate) on a daily basis;
Identifying and resolving technical problems or obstacles in the operation of payment services;
Managing projects related to the implementation of payment solutions, ensuring they are completed on time and within scope;
Having knowledge of merchants' needs and pain points;
Regularly communicating with merchant POC for Operational and Technical themes;
Keeping merchants informed about product or service updates;
Collaborating on product development based on merchant feedback;
Collaborating with internal teams such as product development, technical support, and sales to ensure a cohesive and integrated approach to merchant service.

Must-haves to shine in this role:

An outstanding data-driven mindset and problem-solving skills;
Accountability for dealing with different simultaneous problems leading to different areas;
Solid technical knowledge about the integration and operation of payment systems;
Experience in a fast-paced, data-driven environment;
Good communication skills, both verbal and written;
Organization and a proactive mind;
Experience in presenting and conducting meetings;
Excellent Microsoft PowerPoint and Excel skills;
Proficiency in English.

Bonus points if you have:

Experience in the Payments Market, E-commerce, or similar industries;
SQL & BI knowledge;
Storytelling and presentation skills;
Soft skills and leadership;
A desire to see the big picture.

EBANX offers:

Performance Bonus: Annual bonus program based on company results.
Meal Allowance: Monthly allowance to support your meals.
EBANX Education: Financial assistance for undergraduate, graduate, and MBA programs to support your professional growth.
EBANX Skills: Dedicated budget for courses, certifications, and workshops to encourage continuous learning.
Language Classes: Language classes to support your personal and professional development.
Health & Well-being: Medical and dental plans with extensive coverage, including support for dependents and wellness programs.
Flexible Work Culture: Semi-flexible hours, additional day off on your birthday, and year-end break to support work-life balance.
Well-being Program: Access to activities and resources that promote physical and mental health.

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