Customer Support Associate
Customer Support Associate
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
- Be the first point of contact for Payd users primarily casual workers and employees through email live chat and phone.
- Respond to queries with empathy clarity and professionalism ensuring a positive customer experience.
- Troubleshoot and resolve common platform issues such as login problems withdrawal delays or approval concerns.
- Monitor and manage support tickets ensuring timely responses and that service levels (SLAs) are met.
- Guide users through how to use Payds Earned Wage Access and Casual Worker Management tools effectively.
- Gather and document user feedback to help improve the product and support experience.
- Escalate more complex or technical issues to internal teams (Product Tech Operations).
- Support client onboarding by assisting with FAQs help guides and virtual training sessions when needed.
- Maintain accurate records of all customer interactions using support systems and tools.
Qualifications :
- 13 years of experience in customer support preferably in fintech HR tech or SaaS startups.
- Excellent communication skills in both English and Bahasa Malaysia (written and spoken).
- A proactive problem-solving mindset with a genuine desire to help users.
- Comfortable with technology and able to quickly learn new tools and systems.
- Willing to work weekends or public holidays if required (with appropriate time-off arrangements).
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
