Head of Product Specialist

Southeast Asia

Full Time Executive-level / Director
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Xendit
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Posted 4 days ago

Xendit provides payment infrastructure across Southeast Asia, with a focus on Indonesia and the Philippines. We process payments, power marketplaces, disburse payroll and loans, provide KYC solutions, prevent fraud, and help businesses grow exponentially. We serve our customers by providing a suite of world-class APIs, eCommerce platform integrations, and easy to use applications for individual entrepreneurs, SMEs, and enterprises alike.

Our main focus is building the most advanced payment rails for Southeast Asia, with a clear goal in mind — to make payments across in SEA simple, secure and easy for everyone. We serve thousands of businesses ranging from SMEs to multinational enterprises, and process millions of transactions monthly. We’ve been growing rapidly since our inception in 2015, onboarding hundreds of new customers every month, and backed by global top-10 VCs. We’re proud to be featured on among the fastest growing companies by Y-Combinator.

Reporting to our COO, you will lead our Product Specialist team, consulting and providing technical support for our customers. You’ll be collaborating with multiple Operations and Product teams to ensure that our customers receive the next level of customer support.

Mission

Help us be the fintech start-up of choice that puts forward innovation while guaranteeing that our customers receive sufficient technical support

Outcomes

  • Ensure the Product Specialist team supports and delights customers across all regions we operate in
    • Regularly engage with customers to deeply understand what they want, including:
      • Effective issue investigation and resolution
      • Ensure customers begin transacting with us faster by helping them understand our APIs and facilitating their integration
    • Strong management of internal stakeholders across product, operations and sales
  • Manage our Product Specialist team to become a well-oiled machine, and to set its strategic direction
    • Set and monitor measurable and realistic KPIs for the team
    • Align short-term and long-term team goals to company-wide goals through constant interaction and iteration with other teams
    • Directly manage and coach team members for their personal and professional growth
    • Bring your A-game to hire and build up a solid team
  • Scale our Product Specialist team to support 25% MoM growth
    • Restructure as needed to ensure the Product Specialist team keeps pace with overall growth
    • Recommend data-driven improvements to scale operations and enhance products 
    • Collaborate with our senior management team to ensure alignment on goals
  • Do whatever it takes for Xendit succeed

Job Qualifications

  • Technical mindset - understanding product flows, integrations, APIs and issues comes easily to you
  • You have past experience for 5-10 years as a technical customer success lead or technical account manager in relevant industries such as payments and software
  • You have managed customer facing/product teams e.g Customer Success, Product Management
  • You’ve worked for a high growth startup before
  • Bonus points if you’ve dealt with various markets in the SEA region
  • Detail-oriented and process-oriented
  • Effectively manage multiple priorities while maintaining a high quality of work 
  • Experience with organizing and restructuring teams
  • Are an exceptional communicator and work well with cross-functional teams 
  • Demonstrate ability to finish tasks and make reports quickly
  • You thrive on autonomy and have proven you can push towards a goal by yourself
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.
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