【OwlPay】客戶成功專員 Customer Success Support Specialist (Global Market)

OwlPay official site: 1. https://owlpay.com 2. https://money.udn.com/money/story/5613/8600365?from=edn_newest_index 3. https://www.cbinsights.com/research/stablecoin-market-map/ 【關於這個職位】 OwlTing 是一家起源於台灣、布局全球的區塊鏈與金融科技集團，旗下的 OwlPay 提供數位貨幣錢包、API 串接與法幣跨境支付等解決方案，已成功拓展至美國、歐洲、非洲、中東與亞太多國市場。我們入選 CB Insights 全球區塊鏈應用創新報告，與世界級金融科技品牌齊名，代表台灣走進世界。隨著全球企業客戶的高度關注與需求快速成長，我們正在擴編 Customer Success 團隊，尋找對技術與客戶體驗都有熱情的你！ 【工作內容】 1. 回應並釐清來自 Email、OwlPay 官網、WhatsApp 等管道的潛在客戶詢問，協助評估需求並推薦合適的產品方案 2. 熟悉並協助管理客戶在 onboarding 階段的 KYC 提交流程，持續追蹤進度直至審核完成，並協助客戶順利啟動交易 3. 負責追蹤與有效管理客戶合約，協助文件歸檔與版本控管 4. 主動追蹤客戶導入初期的操作問題與使用情形，彙整常見問題並協助優化流程，提升整體客戶滿意度 5. 協助安排與記錄內部會議重點，彙整並傳遞客戶需求給相關部門（如業務、產品、工程、法遵等） 6. 必要時對接財務團隊，處理對帳或發票開立等事宜 7. 定期整理並追蹤客戶反饋與使用行為，回饋給產品團隊作為優化依據 8. 強化客戶關係、提升黏著度，發掘 upsell 或擴展商機，協助客戶了解產品核心功能與應用價值 【職位條件】 1. 中英文聽說讀寫流利，能與海外客戶專業溝通與書面往來 2. 熟悉基本辦公與協作工具（如 Google Workspace、Word、Excel、Zoom 等），能靈活運用於跨部門溝通與客戶支援 3. 曾有客戶成功 Customer Success 服務經驗，並能理解 SaaS 或金融相關產品的導入流程 4. 具備細心、耐心與應變能力，能獨立釐清並解決客戶問題，並與主管同步進度、主動推進任務 5. 能配合晚間與美國時區的會議時間（視需求彈性安排） 【About the Role】 We are looking for a Customer Success Specialist to join our global team and play a key role in delivering a seamless onboarding and support experience to our enterprise clients. In this role, you will act as the primary liaison between our clients and cross-functional teams — including Product, Compliance, Engineering, and Sales — ensuring that every customer journey from initial inquiry to successful go-live is efficient, compliant, and high-impact. You will own the onboarding pipeline, guide clients through KYC and compliance workflows, respond to early-stage product inquiries, and collaborate closely with internal teams to address technical and operational issues. Your mission is to drive successful adoption of OwlPay’s platform, deepen client relationships, and help global businesses unlock the full value of our payment and treasury solutions. 【Responsibilities】 1. Respond to and clarify inquiries from potential clients through email, the OwlPay website, WhatsApp, and other channels; assess needs and recommend suitable product solutions 2. Understand and support the KYC submission process during client onboarding; follow up until approval is complete and help clients initiate transactions smoothly 3. Track and manage customer contracts, assist with documentation filing and version control 4. Monitor and address early-stage user issues; consolidate common problems and help improve workflows to enhance overall client satisfaction 5. Coordinate and document internal meetings; gather and deliver client requirements to relevant departments such as Sales, Product, Engineering, and Compliance 6. Collaborate with the Finance team when necessary to handle reconciliations or invoicing 7. Regularly collect and analyze customer feedback and usage behavior to inform product optimization 8. Strengthen client relationships, increase engagement, identify upsell or expansion opportunities, and help clients understand the core value of our products 【Requirements】 1. Fluent in written and spoken English and Mandarin, able to communicate smoothly with international clients. 2. Comfortable using tools like Google Workspace, Word, Excel, and Zoom to support daily work and team collaboration. 3. Previous experience in Customer Success, with an understanding of how SaaS or fintech products are introduced to users. 4. Pays attention to details and can keep things organized while managing multiple client needs. 5. Patient and people-oriented, able to stay calm and helpful even when things get busy. 6. Flexible and open-minded when facing changes or unexpected situations. 7. Proactive in solving problems and keeping the team updated without needing to be micromanaged. 8. Willing to join occasional meetings during US business hours when needed.