Job Overview
Location
Shanghai
Job Type
Full-time
Category
Marketing
Date Posted
June 19, 2026
Full Job Description
đź“‹ Description
- • Provide expert-level customer support to global partners including Ant Group, PayPal, and Stripe, resolving complex payment processing issues related to local payment methods across multiple regions.
- • Act as the primary point of contact for partner technical and operational inquiries, ensuring timely and accurate responses within SLA targets.
- • Analyze and troubleshoot payment transaction failures, identifying root causes related to integration errors, currency mismatches, compliance flags, or system latency.
- • Collaborate with internal engineering, compliance, and product teams to escalate critical issues and drive resolution timelines, providing detailed incident reports and feedback loops.
- • Maintain and update internal knowledge base articles and support documentation based on recurring partner questions and emerging payment method changes.
- • Monitor payment system performance metrics and flag anomalies or trends that may indicate systemic issues affecting partner transaction success rates.
- • Translate partner feedback into actionable insights for product and engineering teams to improve platform usability, reliability, and regional payment coverage.
- • Conduct regular follow-ups with partners to ensure satisfaction post-resolution and to build long-term trust in PPRO’s support capabilities.
- • Adhere strictly to data privacy and financial compliance standards when handling sensitive payment and transaction data.
- • Work across multiple time zones to support global partners, requiring flexibility in working hours to align with key markets in Asia, Europe, and the Americas.
- • Participate in on-call rotation for urgent outages or critical payment system disruptions, ensuring 24/7 coverage for high-priority clients.
- • Document all customer interactions in the CRM system with precision, ensuring auditability and continuity across support shifts.
- • Stay current on evolving local payment regulations, new payment methods, and partner platform updates to provide informed and accurate guidance.
- • Represent PPRO’s core values of #chooseaction, #beopen, #thinkcustomer, #gofurther, and #wintogether in every customer interaction.
🎯 Requirements
- • Proven experience in customer support or technical support for financial technology, payment processing, or SaaS platforms
- • Strong understanding of global payment systems, including local payment methods, currencies, and compliance frameworks
- • Ability to analyze transaction logs, error codes, and API responses to diagnose technical issues
- • Excellent written and verbal communication skills in English; proficiency in Mandarin is required
🏖️ Benefits
- • Competitive salary and performance-based bonuses
- • Comprehensive health insurance coverage
- • Paid time off and flexible working hours
- • Opportunities for professional development and career advancement within a global fintech company
Skills & Technologies
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About PPRO Financial Ltd
PPRO Financial Ltd is a UK-based financial technology company that provides a global payments infrastructure platform. It enables businesses, payment service providers, and financial institutions to accept and process local payment methods worldwide through a single API integration. The company offers acquiring, collecting, and compliance services across emerging and developed markets, covering bank transfers, e-wallets, cash-based vouchers, and real-time payment schemes. PPRO partners with major card schemes and local payment networks to simplify cross-border commerce, focusing on regulatory licensing, risk management, and settlement solutions for merchants operating in multiple countries.
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