Job description
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 HitPay’s 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 We’re 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.
