Merchant Ops Analyst

Xendit is the financial technology platform built for businesses that move fast. We give companies one unified platform for payment acceptance, payouts, treasury and financial services, replacing fragmented local integrations with a single infrastructure layer. We serve businesses of every size, from high-growth startups to global enterprises, processing high-volume transactions across Southeast Asia and beyond, with more markets on our global expansion roadmap. About the Job As a Merchant Support, you will be in a fast-paced team that provides our customers with undivided attention and care. You will be ready to take on any issues or inquiries that our customers raise, work to prevent fires and support our customer's hurdle. You will capture important customer insights and feedback from inquiries that you will receive which will help us to continuously improve our product and service delivery. You will collaborate with various departments to solve the inquiries from customers. Through all the intensity of Merchant Support, you will be the expert of our customers. You will understand our customers’ pains, and solve it as your day to day activities! Given the continuous nature of transactions in the payments industry, we must remain prepared at all times to assist our customers. As customers are our utmost priority, your role as the Merchant Support is crucial. Qualifications Behaviour Responsive Enjoy the puzzle of solving open-ended problems; you have a great analytical mindset Willing to be rostered on for weekends and public holiday Perform can do attitude in handling assigned projects which involve research, analysis, also driving them to completion if required Communicate well in English across teams within Xendit discipline and self-driven Confidence Eager to learn You’re goal oriented and able to pursue objectives consistent You’re able to show empathy and provide calm-responses to our customers to win their confidence Experience Have minim

Xendit is the financial technology platform built for businesses that move fast. We give companies one unified platform for payment acceptance, payouts, treasury and financial services, replacing fragmented local integrations with a single infrastructure layer. We serve businesses of every size, from high-growth startups to global enterprises, processing high-volume transactions across Southeast Asia and beyond, with more markets on our global expansion roadmap. Why this role exists This domain runs on trade-offs, experience versus compliance, merchant versus developer, and those decisions are better made with evidence than with opinion. This role owns generative and evaluative research across the merchant lifecycle and the developer experience, and makes research a standing input to how the domain prioritizes rather than an occasional favor. What you'll own The research roadmap across the domain's three clusters , prioritized against the decisions that most need evidence. Mixed methods: interviews, usability testing, surveys, and behavioral/funnel analysis in partnership with Data. Turning findings into decisions PMs and designers act on, influence through evidence rather than authority. A lightweight insight repository, and a practical model for democratizing good-enough research while protecting rigor on high-stakes questions. How you will work You report to the Product Design & UX Director for Customer Lifecycle and work across all three clusters, partnering with the PMs and designers who rely on your evidence to prioritize. You set the research cadence and the insight repository, and you decide where rigor matters most and where lightweight research is enough. Much of your impact comes through influence rather than mandate, moving decisions with evidence. The domain works from validated findings rather than assumptions and values direct, candid critique. What we're looking for Mixed-methods UX research experience. You are fluent across qualitative and quant

Xendit is the financial technology platform built for businesses that move fast. We give companies one unified platform for payment acceptance, payouts, treasury and financial services, replacing fragmented local integrations with a single infrastructure layer. We serve businesses of every size, from high-growth startups to global enterprises, processing high-volume transactions across Southeast Asia and beyond, with more markets on our global expansion roadmap. About the Job We are seeking a strategic and commercially minded Account Manager to grow a portfolio of high-potential accounts across Southeast Asia and Greater China. You will work with ambitious businesses, including emerging international e-commerce brands and local technology companies, to identify opportunities and support their expansion. We aren't looking for a "check-in" person, we need a growth architect who thrives on seeing their clients level up. Minimum Qualifications 3+ years of B2B account management or strategic sales experience in financial services, fintech, or payments Proven track record of consistently growing revenue within accounts. Experience managing global accounts is a strong plus Familiarity with the Malaysian or Thai market, as well as the broader regional landscape, is essential. You understand the needs and cultural nuances of merchants across local markets, Southeast Asia, and Greater China. Core Competencies: Builder & Founder-Like Mentality: You thrive in “zero-to-one” environments. You are hands-on, take full ownership, and are relentless in removing blockers for your clients and your team Exceptional Communicator: You possess professional proficiency in Chinese and English. You can persuasively present to key stakeholders in Malaysia/Thailand and Greater China, and collaborate effectively with internal teams Globally. Data-Led & Analytical: You make decisions based on data, not gut feel. You can analyze transaction patterns to identify untapped potential and