Customer Success Specialist

About UsM-DAQ Global is a pioneering fintech group specialising in foreign exchange (FX) and payment solutions that facilitate seamless cross-border transactions for businesses worldwide. Its proprietary technology delivers FX clarity, certainty, and payment mobility through a single API, empowering large enterprises and SMEs to manage global trade and FX exposure with confidence.Headquartered in Singapore with an expanding presence across ASEAN and 7 countries and territories, M-DAQ Global provides a comprehensive suite of FX, collections, and payment solutions. This includes AI-enabled onboarding, compliance, and enhanced risk management solutions, enabling businesses to transact across borders with ease amidst evolving needs.Our employee experience and growth have also been recognised through industry and workplace accolades, including:The Financial Times High-Growth Companies Asia-Pacific 2026The Straits Times Singapore’s Fastest Growing Companies 2026Tech in Asia Singapore’s Top Fintech Companies 2026Employee Experience Awards - Best Hybrid Work ModelFor more information, please visit: www.m-daq.com.About the RoleAs an Associate, ILB Customer Success, you will support the technical onboarding and post-sales support of our clients. This includes engaging with clients and coordinating with internal stakeholders on day-to-day transaction usage.This role requires a strong customer-centric mindset to deliver a great client experience, along with good communication and coordination skills to work with internal teams in addressing client needs.You will be based in Shenzhen, China, reporting to the Head, ILB Customer Success.

Key Responsibilities

Client Onboarding & Technical IntegrationAct as a key point of contact for clients, partnering with the Sales team to help clients get up to speed on the platform and enjoy a smooth experience.Work with the Engineering team to support clients through API and system integration, enabling efficient go-live.Manage system static data configurations, including markups, fees, and other key business parameters.Transaction Support & Issue ResolutionResolve transaction-related issues across payments and collections, providing timely and professional solutions.Partner with the Compliance team to collect supporting documentation from clients for underlying transactions.Coordinate with the Operations team on the refund process for rejected payments and collections, keeping client funds flowing smoothly.Experience Improvement & EscalationProactively identify and report system issues affecting clients, and track them through to resolution.Surface pain points in the overall client experience and contribute to continuous improvement of processes and service.Flag critical client issues or systemic risks to senior team members and drive escalation when needed.

Job Requirements

Fresh graduates or up to 2 years of experience in Customer Service. Experience in payments, fintech, banking, or financial services is an advantage but not required.Bachelor's degree in Business, Finance, Computer Science, or a related discipline; a technical background is preferred.Strong interest in fintech, payments, and customer success roles.Fluent in English and Mandarin, with the ability to use English in day-to-day work.Detail-oriented with strong organizational and multitasking abilities.A team player who is proactive, eager to learn, and comfortable in a fast-paced environment.Basic understanding of APIs or technical integrations is an advantage.Highly responsible with a strong sense of ownership in assigned tasks.Why Us?Be part of a mission to create a World without Currency Borders™Work alongside collaborative and diverse regional teamsGain exposure to cross-border payments, FX solutions, and global fintech innovationOpportunities to learn, grow, and take ownership in a fast-growing companyFlexible hybrid work environment with a people-oriented cultureCompetitive remuneration package and employee benefits