Technical Account Manager – Payments (APAC)

About EBANX

EBANX is a leading fintech unicorn powered by AI, rapidly expanding across over 20 countries and connecting top global companies to more than a billion consumers. Our mission is to enable frictionless cross-border payments in key markets by innovating with purpose and speed.

Role Overview

As a Technical Account Manager within our Corporate Initiatives Team, you will partner closely with Operations and various business units such as technology, fraud prevention, commercial, product, engineering, and merchant experience teams. Your goal is to enhance the performance of EBANX payment solutions, ensuring seamless payment service delivery and exceptional merchant support.

Key Responsibilities

• Track and analyze payment system performance, identify optimization opportunities, and implement improvements.
• Use analytical tools like SQL, Tableau, and Kibana to monitor platform metrics, including latency and SLA compliance.
• Conduct system investigations on issues like latency spikes or increased chargebacks, leveraging API knowledge, SQL queries, and log inspection via Kibana.
• Lead incident management activities, including merchant communication and escalation, incident reporting, and transaction resolution.
• Support merchants by addressing critical issues promptly and enhancing their payment experience.
• Maintain a thorough understanding of EBANX payment products and services and monitor vital KPIs such as transaction volume, approval rates, and chargeback rates daily.
• Diagnose and resolve technical challenges affecting payment services.
• Manage projects delivering innovative payment integrations, ensuring timely and scope-compliant completion.
• Understand merchant requirements and challenges deeply.
• Engage regularly with merchant points of contact on both operational and technical subjects.
• Keep merchants updated on new products or service changes.
• Collaborate with product development, technical support, and sales teams to provide cohesive merchant service.
• Employ AI tools and advanced technology to drive success.

Qualifications and Skills

• Strong data-driven approach with exceptional problem-solving ability.
• Accountable and capable of managing multiple simultaneous challenges across different domains.
• Robust technical knowledge of payment system integration and operations.
• Experience working in fast-paced, analytics-focused settings.
• Effective verbal and written communication skills.
• Highly organized, proactive, and self-motivated.
• Comfortable delivering presentations and running meetings.
• Proficient with AI-based tools.
• Fluent in English.

Preferred Extras

• Prior experience in payments, e-commerce, or closely related industries.
• Proficiency in SQL and business intelligence tools.
• Strong storytelling and presentation capabilities.
• A strategic mindset with the ability to perceive the broader business context.

Employee Benefits

• Annual performance bonus aligned with company results.
• Monthly meal allowance.
• Educational support for undergraduate, graduate, and MBA courses.
• Dedicated funds for professional development including courses and certifications.
• Language classes to enhance personal and career growth.
• Comprehensive medical and dental plans covering employees and dependents.
• Work-life balance with semi-flexible hours, a birthday day off, and year-end breaks.
• Well-being programs supporting physical and mental health.