蚂蚁国际-Business Support Manager-Partner & Merchange Services

Ant International Limited • Sunnyvale, CA

254d

About The Position

The Business Support Manager is a critical role within our Merchant Services team, responsible for managing a portfolio of large and strategically important merchants and partners. This position serves as the primary point of contact for assigned accounts, ensuring exceptional service delivery, fostering strong relationships, and driving growth and retention. The Business Support Manager collaborates closely with cross-functional teams, including Business Development, Marketing, Technical Support, Risk Management, AML, Legal, Customer Funds, and Finance, to deliver seamless support and solutions to our key accounts.

Requirements

• Bachelor's degree or equivalent work experience preferred.
• Proven experience in customer relationship management (CRM) or outbound service roles.
• Experience in an Internet company, financial institution, or transaction processing firm is highly desirable.
• Demonstrated ability to communicate effectively with customers via online conference, email, and phone.

Nice To Haves

• Fluency in English and Chinese; global working experience is a plus.
• Strong communication skills, including active listening and clear, professional articulation.
• Ability to make independent, research-based decisions and handle complex or challenging situations with creativity and sound judgment.
• Excellent multitasking, time management, and problem-solving skills.
• Strong analytical skills with a well-developed sense of urgency and follow-through.
• Ability to identify and mitigate risks, providing proactive recommendations to merchants.
• Flexibility to travel and work shifts as needed.

Responsibilities

• Serve as the primary contact for a portfolio of large merchants and partners, ensuring a smooth onboarding process and ongoing operational excellence throughout the contract lifecycle.
• Deliver high-quality support services to meet customer satisfaction goals and maintain the health of the account portfolio.
• Respond promptly to all merchant inquiries via email, phone, and voicemail, providing one-stop solutions to address their needs, including resolving complex issues and complaints.
• Educate merchants on products, processes, and compliance requirements, ensuring accurate and timely resolution of issues.
• Work closely with internal teams (e.g., Technical Support, Risk Management, Finance) to resolve merchant issues and follow up until resolution is achieved.
• Proactively reach out to merchants to address outstanding issues, provide guidance, and conduct authenticity investigations as required by regulations.
• Gather and analyze merchant feedback to identify trends, escalate urgent issues, and provide actionable insights to leadership.
• Regularly update the customer relationship management (CRM) database and maintain accurate records of merchant interactions.

What This Job Offers

• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree