客户运营经理

About the role

This role focuses on merchant community management and customer retention within digital currency and cross-border payment contexts. You will serve merchant groups and channel partnership communities as core service platforms, conducting refined segmentation of at-risk customer groups based on transaction behavior and community feedback. You will identify service bottlenecks, latent needs, and reactivation potential behind customer churn, and develop tiered customer engagement and value recovery strategies.

Key responsibilities

• Conduct refined segmentation of at-risk customer groups based on transaction behavior and community feedback; identify service gaps and reactivation potential; develop and implement tiered customer engagement and value recovery strategies
• Collect and consolidate business issues from various channels and customer communities; categorize and analyze merchant inquiries and partnership requests; identify service bottlenecks and business growth opportunities; output customer service optimization proposals
• Coordinate with product, operations, and sales teams to drive strategy implementation; track end-to-end process closure and continuously optimize channel and merchant service quality
• Conduct diagnostics on accounts, funds, and digital currency payment channels for merchant business models and cross-border trade scenarios; respond promptly to channel anomalies, fund arrival issues, compliance inquiries, and complex business consultations within communities; deeply understand customer needs and deliver customized solutions
• Provide daily business consultation and problem coordination for merchants and channel partners through online instant messaging communities; identify business pain points of key customers and partner channels; drive reverse feedback to optimize products, business processes, and customer service benefits
• Provide sales support, including pre-sales consultation on digital currency and cross-border payment services for the Hong Kong sales team; provide customer coordination support

About you

• Background in marketing, e-commerce, finance, international trade, or business English preferred
• 1-3 years of experience in operations, merchant services, channel support, or cross-border customer service
• Experience in Hong Kong market, cross-border payments, overseas merchant operations, fintech, or digital currency industry preferred
• Experience with VCC virtual cards, overseas payment channels, or cross-border settlement operations preferred
• Familiar with community operations logic, merchant segmentation, customer retention, and churn reactivation; capable of problem analysis, needs extraction, and solution delivery
• Able to independently handle complex merchant inquiries, channel anomalies, fund and compliance issues; strong business diagnostic and problem closure capabilities
• Capable of cross-departmental coordination to drive business optimization and implementation with sales, product, and operations teams
• Fluent in Mandarin; basic Cantonese or English communication ability preferred to support Hong Kong merchant and channel engagement scenarios
• Understanding of Hong Kong cross-border trade, overseas merchant business models, and overseas payment scenarios preferred