Join a movement in which everyone can win. We started a movement in which everyone can win - shoppers, retailers, society and every person on our team. To play fair, trust people and reward them for doing the right thing. We see and feel the impact of our work as more and more people gain financial freedom and retailers grow across the globe.
Founded five years ago in Sydney, Australia, Afterpay has over 11 million active customers globally and more than 64,000 of the world's best retailers around the world including Anthropologie, Revolve, DSW, GOAT, Finish Line, Levi's, Mac Cosmetics, Ray-Ban and many others. Afterpay is on a mission to power an economy in which everyone wins.
Afterpay is completely free for customers who pay on time - helping people spend responsibly without incurring interest, fees or extended debt. Afterpay empowers customers to access the things they want and need, while still allowing them to maintain financial wellness and control, by splitting payments in four, for both online and in-store purchases. Afterpay is deeply committed to delivering positive outcomes for customers. We are focused on supporting our community of shoppers.
We trust in the next generation and share a vision of a more accessible and sustainable world in which people are rewarded for doing the right thing.
The Role
As a Mandarin-speaking Technical Account Manager, you will collaborate with our merchant partners, agency partners and internal teams to deliver world-class proactive service and technical excellence. You will focus on maintaining substantial, long-term merchant and agency partner relationships while resolving technical issues quickly and efficiently. You will leverage your HTML, CSS, and Javascript expertise to analyze and creatively solve integration issues on merchant websites/ in-store terminals and partner with internal teams. Your technical acumen and interpersonal skills will allow you to serve as a trusted technical advisor to merchants, translating their business needs into technical solutions that drive feature and product adoption at scale.
You Will
- Serve as the primary technical point of contact for merchants and partners based in China, driving the technical relationships with merchant and agency partners.
- Proactively identify, diagnose and resolve critical technical issues in a timely and professional manner.
- Work closely with Account Management and other merchant-facing teams to ensure seamless operational support and satisfaction for our merchant and agency partners.
- Foster long-term user relationships that grow loyalty to Cash Commerce products
- Provide education to merchant partners, agency partners and internal teams on new and existing features.
- Produce accurate, timely status updates for support tickets that provide a balanced clarity of detail, demonstrating excellent organisational and communication skills.
- Document challenges and blockers encountered to further share your learnings with other technical account managers in stand-ups and status check-in calls.
- Own the end-to-end macro-level delivery of all in-store and online self-serve Integrations.
- Leveraging HTML, CSS, and Javascript skills to assess and creatively solve integration issues on merchant websites and in-store terminals.
- Oversee integration health monitoring, conduct thorough root-cause analyses, and implement proactive measures to prevent future issues.
- Work cross-functionally with Product, Engineering, and other departments to devise technical and operational enhancements for the merchant experience.
- Drive new features and product adoption with merchant partners, including betas and pilots.
- Efficiently manage and communicate with various stakeholders, centralising information from diverse sources to streamline processes.
- Set and manage expectations with senior leadership for key merchant accounts regarding critical incidents and project developments.
- Proactively lead new product life cycles in conjunction with engineering teams to facilitate merchant partner adoption, including technical documentation review, merchant/partner feedback, future deployments and continuous product improvement and evaluation.
- Manage incidents with precision and efficiency, conducting in-depth internal investigations to identify root causes and develop technical uplift mitigation strategies.
- Promote best in class incident support for merchants and partners globally with on-call coverage
- Create and distribute merchant-facing content to clarify common issues and promote problem-solving.
As a Technical Account Manager, you will provide best-in-class guidance and advice in integration expertise across all omnichannel platforms, regions and segments. You maintain high-performing, healthy global self-service integrations, deliver retail onboarding and support our merchants through our technical account management queues.
You Have
- Fluency in reading and writing business level Mandarin as well as English
- E-commerce, including Payments, Order Management and Reporting systems
- APIs and able to explain API concepts to Cash Commerce's largest and most technical customers
- Understanding Javascript, HTML and CSS
- SQL and comfortable building basic queries and modifying more complex ones
- Interpreting logs using software such as Datadog, SumoLogic
- Energized by technical troubleshooting and comfortable interfacing with technical and non-technical teams
- Prioritizing and responding to enquiries from multiple merchant partners on a variety of technical issues
- Stakeholder management and communicating complex concepts to both technical and non-technical audiences
- Demonstrable track record of successful project management and operational management (support items, troubleshooting, service delivery).
- Experience in a multi-project B2B environment.
- Excited about solving technical issues for our merchants with a combination of technology and creative thinking.
- Experience in problem-solving and issue resolution, including information collection, directing and leading troubleshooting, decision-making and stakeholder communication.
- Written communication skills engaging commercial stakeholders.
- Exposure to e-commerce, POS, ERP, CMS or reporting.
- Familiarity with platform management processes - environments, testing, release management, deployments.
We're working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is an equal opportunity employer evaluating all employees and job applicants without regard to identity or any legally protected class. We will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and "fair chance" ordinances.
We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we're doing to build a workplace that is fair and square? Check out our I+D page .
While there is no specific deadline to apply for this role, U.S. roles are typically open for an average of 55 days before being filled by a successful candidate. Please refer to the date listed at the top of this job page for when this role was first posted.
Block takes a market-based approach to pay, and pay may vary depending on your location. U.S. locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate's starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.
To find a location's zone designation, please refer to this resource . If a location of interest is not listed, please speak with a recruiter for additional information.
Zone A:
$129,000 - $193,600 USD
Zone B:
$119,900 - $179,900 USD
Zone C:
$113,600 - $170,400 USD
Zone D:
$103,200 - $154,800 USD
Every benefit we offer is designed with one goal: empowering you to do the best work of your career while building the life you want. Remote work, medical insurance, flexible time off, retirement savings plans, and modern family planning are just some of our offering. Check out our other benefits at Block.
Block, Inc. (NYSE: XYZ) builds technology to increase access to the global economy. Each of our brands unlocks different aspects of the economy for more people. Square makes commerce and financial services accessible to sellers. Cash App is the easy way to spend, send, and store money. Afterpay is transforming the way customers manage their spending over time. TIDAL is a music platform that empowers artists to thrive as entrepreneurs. Bitkey is a simple self-custody wallet built for bitcoin. Proto is a suite of bitcoin mining products and services. Together, we're helping build a financial system that is open to everyone.
