Customer Success Specialist

Founded in 2020, Paywatch is an AI-native, multi-product fintech and NeoFi (Neo-Financial Institution) dedicated to Fair Financial Access. Backed by leading global financial institutions including Citi and HSBC, we believe financial stability is a fundamental right, and our mission is to build an equitable financial system where employees can access secure, flexible, and fairly priced financial services that were previously out of reach.

Paywatch is Southeast Asia's largest provider of Earned Wage Access (EWA)also known as salary on demand. Our flagship service is trusted by blue-chip enterprises and deployed as a next-generation employee benefit by Fortune 500 companies such as Genting, TELUS, CP Group, Shangri-La Hotels, DFI Retail, Lotte, Hyundai, and more. By allowing employees to access a portion of their earned salary in real time, we help improve financial wellness while empowering employers with a powerful retention and productivity tool.

Today, Paywatch has evolved into a full-scale NeoFi focused on comprehensive employee wellness. We combine best-in-class instant payments technologyincluding proprietary cross-border remittance infrastructurewith embedded financial services that meet everyday needs: instant global money transfers, employee rewards, micro-insurance, savings and fee-free bill payments products.

With operations across Malaysia, the Philippines, Indonesia, South Korea, Hong Kong, and Singapore, Paywatch continues to scale its mission: creating a fairer financial system for all while enabling enterprises to deliver innovative, employee-first benefits.

You will have the opportunity to work with different technologies and bring your ideas to the table to constantly improve the way we do things. If you are ready to take your career to the next level and work in a dynamic company, this job is for you.

About the Role

A Customer Success Specialist ensures customers are happy, supported, and achieving their desired outcomes. The role's success is measured through customer satisfaction, product adoption, retention rates, and growth in customer lifetime value.

This position reports directly to the Senior Manager, Customer Success Management (CSM) providing a clear path for mentorship and career development, while also giving you exposure to senior client relationship strategies.

We are looking for a Customer Success Specialist who will be responsible for ensuring that the assigned client derives maximum value from Paywatch's products and services. The role will service and be the main point of contact for identified client(s) and is accountable for ensuring exemplary and prompt delivery of services.

The role ensures seamless customer experience by working closely with the customer's relevant internal teams and promptly resolving any concerns raised by the client's employees.

The role will also be expected to coordinate with various Paywatch functional teams in the region such as Operations, Finance, and Product teams.

What You'll Do

1.Onboarding and Implementation

Guide new customers through the onboarding process

Ensure successful setup and configuration of products/services

Provide training and resources to accelerate time-to-value

2.Customer Relationship Management

Build and maintain strong, long-term relationships with customers

Serve as the main point of contact post-sale

Understand customers business goals and tailor solutions to meet them

3.Proactive Customer Engagement

Regularly check in with customers to ensure satisfaction and identify potential issues

Share best practices and usage tips to drive adoption

Monitor account health and usage metrics to anticipate needs

4.Issue Resolution and Support Coordination

In charge and accountable for managing client's internal employee support ticketing with respect to Paywatch's products and services

Help troubleshoot issues or coordinate with support teams for resolution

Act as a customer advocate within the company

Escalate concerns appropriately to ensure a swift and satisfactory resolution

5.Retention and Renewal

Proactively identify and escalate any risks that may impact client retention and assist in developing and implementing action plans

Assist in renewal processes by demonstrating value and ROI

Prevent churn by addressing dissatisfaction early

6.Upselling and Cross-Selling

Identify opportunities for additional products or services that benefit the customer

Work with the sales team to introduce new features or upgrades

7.Feedback Collection and Advocacy

Gather customer feedback on product performance and satisfaction

Share insights with product and marketing teams to influence improvements

Encourage satisfied customers to participate in case studies or referrals

8.Data Analysis and Reporting

Track customer health scores, usage data, and other KPIs

Use insights to tailor engagement strategies

Report on trends, retention rates, and customer satisfaction

Who You Are

A graduate with a Bachelor's degree in Business, Communications, or a related field

Has prior experience in customer service, client servicing, or customer successideally at a Team Leader level in a BPO or similar environment

Not a fresh graduate; you bring hands-on experience in managing day-to-day client operations and solving customer concerns

Strong communication, interpersonal, and negotiation skills

Proficient in Microsoft Office or Google Workspace tools

A problem solver with strong analytical and critical thinking skills

Have a growth mindset and are always looking for ways to improve yourself and the processes you work with

Able to build and maintain strong relationships with clients and teammates

A team player who takes initiative and contributes ideas

Proficient in both English and Tagalog

What We Offer

Hands-on experience in a growing fintech company

A dynamic and inclusive environment that values innovation and collaboration

Exposure to multiple teams across Asia including Product, Finance, and Operations

Ongoing training, mentorship, and opportunities for professional development

Interested

If you're interested in this exciting opportunity, apply now or submit your resume to: [Confidential Information]

We look forward to hearing from you.

Personal data collected will be used for recruitment and employment related purpose only. We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.