Liquid Group is a FinTech payments services group based in Singapore. Liquid empowers and connects businesses and individuals to make transactions in a smart, secure and cost-effective way, anywhere in the world.
We operate a regional payment network to enable cross-border QR payment services for e-wallet operators, banks, and merchants. We also provide white-label solutions to accelerate the development and adoption of mobile payments for our business partners.
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:www.liquidgroup.sg
Role Overview
As a Customer Success Executive, you will play a vital role in supporting Liquid Groups 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
1. 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.
2. Onboarding Support
- Assist in the onboarding of new end-customers, corporate clients, and e-wallet partners.
- Manage, communicate and coordinate with wallets and acquiring partners, direct clients and merchants (collectively named as Partners) to integrate into Liquid Groups existing platforms and solutions, i.e. Liquid Network, Liquid Corporate Payment Platform and Liquid App.
- Prepare and verify documentation, coordinate with internal teams, and ensure onboarding steps are completed accurately.
- Maintain records of onboarding activities and ensure compliance with internal procedures.
3. 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.
- Support operational tasks such as merchant setup, account maintenance, system configuration updates, and transaction monitoring.
- Manage project requirements and timelines during integration with Partners to ensure the delivery is according to the requirements and timelines.
- Provide constant updates to Partners on project status progress and manage the timelines according to each milestones achieved. Address and resolve any other queries related to the project implementation processes with Partners accordingly.
- Coordinate with Liquid tech team for any IT development required from partners if needed.
- Work closely with the Product and Commercial teams to get internal managements prioritization for any IT project development related to Partner&aposs request.
- Liaise with other internal teams (Product, Finance, Compliance) to support day-to-day operations and troubleshoot partner issues.
- Monitor for common operational issues and suggest improvements to reduce friction and manual work.
4. 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.
5. Pre & Post technical sales
- Participate in the solutioning calls with Sales team to guide Partners.
- Assist in answering external business enquiries for payment network which includes domestic & cross border e-wallets.
- Escalate and highlight to management for any potential risks or issues in the projects and the proposed resolution.
- Conduct a demonstration of the corporate payment portal to Partners when required and furnish them with the portal user-guide.
- Set up production client/merchant accounts on the Corporate Payment Platform, Merchant Admin Portal, LiquidNet credentials, etc.
- Walk through with Partners on the Standard Operating Procedures (SOP), Operations Guide, Participation Rules, Settlement and Dispute Resolution process in LiquidNet/ LiquidNow system.
6. Customer Experience Monitoring
- Responsible for all new implementation works with Oartners.
- Ensure cross-border money transfer services are functioning efficiently.
- Investigate on funds transfer and settlement issues raised by Partners and work with the tech team to identify the resolution and remediation plans. Proactively provide updates to Partners and clients on the investigation and remediation outcomes to keep them assured.
- Support manual funds transfer handling for currencies that have not been automated and collaborate with tech and finance teams to ensure smooth delivery of funds movement.
- Track customer feedback and satisfaction metrics.
- Support initiatives to improve customer support processes and overall partner experience.
Key Performance Indicators:
Meet KPI performance targets set by the team lead, including but not limited to:
- Response and resolution time for support tickets
- First-contact resolution rate
- Accuracy and completeness of onboarding documentation
- Customer satisfaction ratings (CSAT)
- SLA adherence for ticket handling
Qualifications & Requirements
- Diploma or Bachelors Degree in Business, Information Technology, Communications, or a related field.
- 3-5 years of relevant experience in customer support, client onboarding, or operations within fintech, technology, or service-driven industries.
- Prior experience working with eWallets (e.g., GrabPay, WeChat Pay, AliPay, ShopeePay) or in merchant support roles within financial institutions is highly preferred.
- Detail-oriented, process-driven, and well-organized with the ability to manage multiple tasks effectively.
- A proactive team player with a positive attitude and a willingness to learn in a dynamic environment.
- Project management experience with basic understanding of digital payments, API integrations, or fintech platforms is an advantage.
- Familiarity with mobile and e-commerce technologies.
- Able to work independently while collaborating effectively within cross-functional teams.
- Strong communication skills, with proficiency in both spoken and written English and Mandarin (due to needs of multiple market penetration).
