Shanghai, China · Hybrid
At PPRO, our mission is to simplify access to local payment methods and our vision is to enable the sale of goods and services to anyone in the world using their preferred way to pay. We empower partners such as Ant Grou…
Skills: Customer Success Management, Operational Performance, Payment Processing, Data Analysis, Incident Management
Shanghai, China · Hybrid
At PPRO, our mission is to simplify access to local payment methods and our vision is to enable the sale of goods and services to anyone in the world using their preferred way to pay. We empower partners such as Ant Grou…
Skills: Merchant Onboarding, Technical Troubleshooting, Payment Processing, API Integration, Customer Support
London, England, United Kingdom · Hybrid
At PPRO, our mission is to simplify access to local payment methods and our vision is to enable the sale of goods and services to anyone in the world using their preferred way to pay. We empower partners such as Ant Grou…
Skills: Strategic Account Management, Leadership, Portfolio Growth, Stakeholder Management, Commercial Negotiations
Munich, Bavaria, Germany · Hybrid
At PPRO, our mission is to simplify access to local payment methods and our vision is to enable the sale of goods and services to anyone in the world using their preferred way to pay. We empower partners such as Ant Grou…
Skills: Machine Learning, Python, XGBoost, LightGBM, Random Forests
London, England, United Kingdom · Hybrid
At PPRO, our mission is to simplify access to local payment methods and our vision is to enable the sale of goods and services to anyone in the world using their preferred way to pay. We empower partners such as Ant Grou…
Skills: Executive Storytelling, Brand Strategy, Creative Leadership, Agency Management, Strategic Positioning
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The Customer Success Manager ensures the smooth operational performance of clients on a global payments platform by managing day-to-day requests and resolving complex payment issues. They act as a strategic bridge between regional clients and global technical teams to optimize payment methods and improve customer experience.
Candidates need 2-3 years of experience in customer success or operations within fintech, payments, or e-commerce. Professional fluency in both English and Mandarin, along with the technical aptitude to discuss APIs and processing flows, is required.
At PPRO, our mission is to simplify access to local payment methods and our vision is to enable the sale of goods and services to anyone in the world using their preferred way to pay. We empower partners such as Ant Group, PayPal and Stripe to access new markets, connect with more customers, and accelerate their growth.
Our strength lies in our diverse global team with 50+ nationalities and 10+ international locations- all united around one goal – to deliver the best possible products and services to our partners and customers. While our company mission is to keep innovating global commerce, our internal mission is to #chooseaction, #beopen, #thinkcustomer, #gofurther and #wintogether.
The Customer Success Manager (CSM) is responsible for ensuring the smooth operational performance of clients on our global payments platform. Acting as the strategic operational partner to Account Management, this role manages day-to-day operational requests, resolves complex payment issues, analyzes transaction data, and proactively looks to improve the overall customer experience.
Based in Shanghai, you will serve as a critical bridge between major regional clients (including PSPs, marketplaces, and merchants) and our global technical and commercial teams.
\nWhat You'll Be DoingPrimary Contact: Act as the primary operational contact for your assigned portfolio, leading the resolution of day-to-day operational queries.
Configuration & Billing: Own the end-to-end management of client configurations, settings, and billing parameters, collaborating closely with internal teams.
LPM Optimization: Ensure new and existing Local/Alternative Payment Methods (LPMs/APMs) operate optimally, smoothly onboarding merchants and sub-merchants.
Continuous Improvement: Consistently identify, propose, and implement operational process improvements and internal automations to scale your portfolio.
Trusted Advisor: Build and maintain deep, trust-based relationships with external operational and technical stakeholders.
Incident Management: Coordinate the resolution of operational and processing incidents, collaborating closely with global technical teams to drive long-term preventative fixes.
Data Ownership: Understand and own the structural reporting needs for your portfolio, proactively generating reports and surfacing meaningful trends.
Quarterly Business Reviews: Deliver clear, data-driven operational performance reviews within QBRs.
Trend Analysis: Analyze systemic anomalies and trends across processing volumes, conversion rates, disputes, and operational metrics.
Actionable Insights: Provide actionable recommendations to clients to improve their routing efficiency, cost-of-acceptance, and overall processing performance.
Dispute Guidance: Guide clients through effective management of chargebacks, fraud ratios, and dispute mitigation processes.
Scheme Rules: Ensure strict client adherence to global payment scheme rules, local compliance mandates, and operational standards.
Risk Collaboration: Partner closely with internal Risk, AML, and Compliance teams to address fraud patterns or local regulatory requests.
Silo-Busting: Partner across the organisation with Account Management, Technical Account Management (TAM), Business Analytics, Partnerships, and Support.
The Translator: Act as the bridge between technical and business teams, translating complex payment infrastructure concepts into simple, actionable language.
Voice of the Customer: Serve as the definitive internal voice of the customer to advocate for product enhancements and operational fixes.
Language Fluency: Native or professional fluency in both Mandarin and English (written and spoken) is required. You must be entirely comfortable presenting to local clients and collaborating asynchronously with global teams in English.
Experience: Minimum of 2–3 years of experience in a customer success, operations, or technical account management role ideally within payments, fintech, or e-commerce.
Technical Aptitude: The ability to speak and engage comfortably with engineering and product teams regarding APIs, processing flows, and technical errors.
Communication: Exceptional active listening skills, with a proven habit of confirming and clarifying complex requirements before transmitting information internally or externally.
Connecting the world of local payments
PPRO is a fintech company that provides digital payment solutions to businesses and banks so that they can scale their local payment services through one connection. Stripe, PayPal, and J.P. Morgan are just some of the names that work with PPRO to accelerate their roadmaps, boost their conversions, and eliminate the complexities of local payments.
Offices: 20 Midtown, Procter Street, London, England WC1V 6NX, GB · St. Martin Straße 74, Munich, Bavaria 81541, DE · Im Mediapark 5d, Cologne, North Rhine-Westphalia 50670, DE · Schumannstr. 5, Berlin, Berlin 10117, DE · 1230 Peachtree St NE, Atlanta, Georgia 30309, US
Connecting the world of local payments
PPRO is a fintech company that provides digital payment solutions to businesses and banks so that they can scale their local payment services through one connection. Stripe, PayPal, and J.P. Morgan are just some of the names that work with PPRO to accelerate their roadmaps, boost their conversions, and eliminate the complexities of local payments.
Offices: 20 Midtown, Procter Street, London, England WC1V 6NX, GB · St. Martin Straße 74, Munich, Bavaria 81541, DE · Im Mediapark 5d, Cologne, North Rhine-Westphalia 50670, DE · Schumannstr. 5, Berlin, Berlin 10117, DE · 1230 Peachtree St NE, Atlanta, Georgia 30309, US
