Customer Success Executive

High Five is hiring on behalf of a leading digital entertainment platform in Malaysia, providing ticketing, online theatre shows, and on-demand streaming for performing arts, cultural events, and live entertainment nationwide.

We're looking for a Customer Success Executive to join and support the team.

Responsibility

Organiser Onboarding & Setup Support

• Onboard new event organisers after sales handover
• Guide organisers through event setup and configuration on the platform
• Ensure event listings, ticket settings, and basic workflows are correctly configured
• Act as a reliable point of contact during onboarding

Post-Sales Organiser Support

• Support organisers before, during, and after events
• Respond to organiser questions related to setup, configuration, and operations
• Escalate technical or complex issues to the relevant teams when needed

Support Documentation & Operations

• Assist the Operations team in drafting and updating support documentation
• Help create step-by-step guides, FAQs, and internal playbooks
• Identify recurring issues and suggest process improvements

Occasional Customer Support

• Support basic customer enquiries when required
• Coordinate with the Operations team on refunds, changes, or event-related issues
• Ensure clear, polite, and timely communication with patrons

Cross-Team Collaboration

• Work closely with Sales, Operations, Product, and Marketing teams
• Share organiser feedback to improve platform features and support flows
• Support smooth handover between sales and operations

Core Requirements

Mindset

• Patient, helpful, and detail-oriented
• Enjoys problem-solving and supporting others
• Comfortable working with organisers and internal teams
• Responsible and calm under pressure, especially around live events

Skills

• Clear written and verbal communication
• Strong organisational and follow-up skills
• Comfortable working with web-based systems and tools
• Able to explain processes in simple, clear steps

Experience

• Experience in support, operations, customer service, events, or SaaS is a plus
• Fresh graduates with the right attitude and willingness to learn are welcome