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Customer Success Manager

Riskified

Administration

Shanghai, China

Posted on Tuesday, November 7, 2023

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About Us

Riskified empowers merchants and shoppers to realize the full potential of eCommerce by making it safe, accessible, and frictionless. Our global team helps the world’s most-innovative eCommerce merchants eliminate risk and uncertainty from their business. Merchants integrate Riskified’s machine learning platform to create trusted customer relationships, driving higher sales while reducing costs. Riskified has reviewed hundreds of millions of transactions and approved billions of dollars of revenue for global brands and fast-growing businesses across industries, including Wayfair, Wish, Peloton, Gucci, and many more. As of July 29th, 2021, Riskified has begun trading on NYSE under the ticker RSKD.

About the Role

We are seeking a motivated and positive Customer Success Manager to join our team at our Shanghai site. In this role, you’ill work with a diverse set of clients in the APAC region, maintaining Riskified's reputation as the premier eCommerce fraud-prevention solution. Utilizing your analytical skills and in-depth knowledge of our product, you will work closely with our customers and our team to ensure that our customers maximize the benefits of our services.

*This role is based in Shanghai, China. This is a hybrid mode position, 4 days at the office. Working hours 9 AM- 5 PM

What You'll Be Doing

Work with our clients (enterprise and midsize level accounts), serving as the primary point of contact for all inbound communications with our customers in the APAC region
Lead the onboarding process for new Riskified customers, guiding them to success using our services
Working closely and collaborate with our Growth team, Account Management and Integrations in Shanghai site
Ticket handling, Efficiently managing customer inquiries and resolving any issues that may arise from the customer side, ensuring a top-notch customer experience within a prompt timeframe
Become an expert in Riskified’’s products ensuring that our customers get the most out of our services
Act as the voice of the customer within Riskified across all departments and collaborate with internal Product, Sales and Account Management teams

Qualifications

At least 1-2 years of experience in a customer-facing role, such as Customer Support, Customer Success, or tier 1-2 positions
Excellent written and verbal communication skills in English and Mandarin
Customer-focused attitude with a strong sense of prioritization
Tech-savvy with a problem-solving approach to challenges
Ability to read and understand backend logs
Experience with ticketing systems, such as Salesforce, Zendesk, or similar is a plus
Experience in B2B SaaS companies is a plus

Life at Riskified

We are a fast-growing and dynamic tech company with 750+ team members globally. We value collaboration and innovative thinking. We’re looking for bright, driven, and passionate people to grow with us.

Some of our Shanghai Benefits & Perks:

Business Medical Insurance
11 paid holidays per year, 18 paid vacation days, and additional paid days for life events and special occasions
Reimbursement for gyms, fitness facilities, classes, or other qualified expenses
Wide-ranging opportunities to volunteer and make an impact in local communities
Commitment to your professional development with global onboarding, skills-based courses, full access to Udemy, lunch & learns
Company outings, team events, special happy hours
Fully stocked kitchen with healthy snacks, catered lunch, lunch stipend, weekly happy hours