Manage enterprise merchants and drive growth in cross-border payments. Responsibilities include resolving pricing, KYC/KYB, and transaction-monitoring issues; analyzing merchant data; identifying business opportunities; maintaining client relationships; monitoring operational performance; tracking industry and compliance trends; and collaborating with product and engineering teams to improve products and processes.

Manage enterprise merchants and POS platforms throughout onboarding, implementation, terminal provisioning, launch, and ongoing support. Coordinate KYC/KYB, payment enablement, terminal lifecycle operations, testing, and go-live readiness. Troubleshoot POS, hardware, connectivity, integration, API, and payment issues, escalating appropriately across teams. Maintain operational records, develop troubleshooting documentation, identify support trends, and provide product feedback. Partner with Sales and Account Management on retention, adoption, and expansion.

Lead and manage APAC (including China) technical support engineers, provide customer-facing troubleshooting for integrations, APIs and payment flows, coordinate incident escalation and resolution with engineering and stakeholders, identify product issues and drive improvements, and help build tools/processes to improve reliability and productivity.