Customer Support Manager

About the Company

At LINE MAN Wongnai, a cornerstone of our mission to "Digitalize Thailand" is the empowerment of local businesses through our Merchant Digital Solutions Business Unit. We are committed to being the most essential technology partner for restaurants and retail businesses across the country.

Responsibilities

• Oversee Technical Onsite Support operations, including installation, field service execution, and asset collection
• Lead and manage the Customer Success team to ensure smooth merchant onboarding and activation quality
• Establish and manage regional nodes or outsourced partners for onsite service, ensuring SLA adherence and service quality
• Design, implement, and continuously improve SOPs related to payment installation, hardware setup, and repair processes
• Monitor performance metrics and control SLAs to reduce escalations and customer dissatisfaction
• Collaborate with Sales, Activation, Customer Support, and Product teams to align operational execution
• Drive initiatives to improve merchant activation success and reduce churn

Requirements

• Bachelor’s degree in Business Administration, Engineering, Information Technology, or a related field
• 5+ years of experience in Onsite support, Customer Success, Customer onboarding, Operations, or Technical Support
• Familiarity with EDC, Payment technology, IT systems, network, and hardware fundamentals (IP configuration, DHCP, router configuration)
• Experience with Payment solutions, POS systems, or retail/restaurant environments is a plus
• Ability to analyze issues using logs, system data, and user-reported information
• Strong communication skills to explain technical issues to non-technical stakeholders
• Strong ownership mindset and detail-oriented approach