Customer Support Specialist (Weekend Support Required)

Location: Remote - Malaysia

Employment Type: 1-Year Contract (Potential to Convert to Full-Time Based on Performance)

About HitPay:

HitPay is a fast-growing full-stack payments infrastructure platform designed to empower small and medium-sized businesses (SMBs) across APAC. Headquartered in Singapore we provide seamless online in-person and B2B payment solutions enabling businesses to scale efficiently. Backed by leading global investors including Y Combinator and Tiger Global HitPay is licensed in multiple APAC jurisdictions and continues to drive innovation in real-time payments and local payment methods.

We are looking for a Customer Support Specialist to provide day time shift support during Southeast Asia (SEA) hours. This role will be Monday-Friday with occasional weekend support.. This is a 1-year contract role with the potential to convert to full-time based on performance.

Key Responsibilities:

Provide real-time customer support via live chat email and occasional phone calls to assist merchants with payment processing integrations and troubleshooting.

Work during week and weekend shifts ensuring seamless support coverage during SEA hours.

Diagnose and escalate technical issues to the appropriate internal teams when necessary.

Educate customers on HitPays features payment methods and troubleshooting steps to enhance their experience.

Collaborate with internal teams (Operations Product and Compliance) to resolve customer queries efficiently.

Identify recurring customer issues and suggest improvements to internal processes and support documentation.

What Were Looking For:

1-3 years of experience in customer support preferably in a fintech payments or e-commerce company.

Strong understanding of payments payment gateways or local payment methods in APAC (PayNow DuitNow QRIS GCash etc.) is highly preferred.

Exceptional written and verbal communication skills in English and Malay.

Ability to work independently and manage multiple customer interactions efficiently.

A customer-first mindset with a problem-solving attitude.

Comfortable working in a fast-paced startup environment where adaptability is key.

Tech-savvy with experience using customer support tools (e.g. Zendesk Intercom Plain) and willingness to learn new platforms.

What We Offer:

1-Year Contract with the potential for full-time conversion based on performance and culture fit.

Competitive salary based on experience.

Fully remote work setup with the flexibility to work from anywhere in the Philippines.

A chance to be part of a high-growth fintech startup revolutionizing payments in APAC.

Career growth opportunities within a fast-scaling company.

Work with a collaborative and diverse global team that values innovation and efficiency.

Required Experience:

IC