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 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 Malaysia.

• 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.