Customer Success, VIP Support Squad

Who We Are:

Reap is reimagining global financial infrastructure — building seamless, borderless money movement for modern businesses. As a fast-growing payment technology scale-up, we connect traditional finance with digital assets to power the next generation of corporate finance. Our platform enables companies to scale faster, operate smarter, and stay in control.

Who you are:

As Customer Success, VIP Support Squad, you’ll be the primary point of contact for a select group of high-value, high-impact customers — managing their day-to-day needs, resolving issues, and ensuring a seamless, responsive experience across every interaction. You’ll be supported by a Customer Success Engineer, who leads on technical enablement and resolution, and a Customer Business Partner, who oversees strategic and commercial relationship management.

Your focus will be on orchestrating the end-to-end customer experience — coordinating internal and external deliverables, managing timelines, handling communication, and ensuring consistent follow-through. These customers rely on Reap’s platform to power mission-critical operations, so your role is not just to support them, but to help them thrive.

You’ll act as a hands-on operational and strategic partner, working side-by-side with internal teams to deliver proactive guidance, fast resolutions, and a consistently excellent customer journey. With deep familiarity across each account, you’ll anticipate needs, surface risks, and always keep the customer’s goals at the centre of how we operate.

What you’ll do:

Own the general support and success experience for a portfolio of VIP accounts — becoming their go-to person for day-to-day coordination and operational excellence.

Partner with the Engineer and Business Partner to ensure aligned, high-touch coverage across technical, operational, and strategic needs.

Track and manage customer-facing deliverables — follow up on tickets, projects, and requests to ensure timely and accurate outcomes.

Collaborate closely with Product, Support, Ops, and Engineering to triage, escalate, and resolve customer issues.

Translate complex product information into accessible guidance, FAQs, and troubleshooting steps for customers.

Manage customer communication across Slack, email, and meetings — keeping things responsive, professional, and proactive.

Surface trends, blockers, and opportunities from your customer base — helping the team continuously improve how we support and engage VIP clients.

Help refine our internal playbooks, escalation paths, and workflows to improve operational rigour and customer delight.

What’ll you’ll need to be successful:

Business-level English and Mandarin (non-negotiable)

6+ years in a customer-facing role such as Customer Success, Technical Support, Onboarding, or Account Management — ideally in a fintech or complex tech environment

Experience managing high-touch or enterprise-level customers and juggling multiple projects or support tracks simultaneously

Comfort working with API-based or technical products — you're not writing code, but you’re confident engaging with product and engineering teams

Strong communication and coordination skills — able to work cross-functionally and keep internal and external stakeholders aligned

Highly organised and detail-oriented — capable of managing follow-ups, customer context, and team coordination with precision

A proactive mindset — you spot risks, take initiative, and always look for ways to improve the customer experience

It would also be helpful if you have (optional):

Previous payment industry experience

Experience working a fully remotely capacity

Experience working in a 24x7 team environment