Customer Support Executive

About the Role

This role exists to ensure merchants can continue operating and collecting revenue by providing fast, accurate, and POS-grade customer support.

You will be on the frontline, supporting live merchants through WhatsApp and ticketing systems, especially during peak business hours where system reliability and response speed are critical.

Your Day-to-Day:

• Handle inbound merchant enquiries via WhatsApp Business API and ticketing systems
• Perform first-level POS SaaS troubleshooting (orders, payments, printers, hardware, and basic system issues)
• Accurately classify issues based on severity (S1–S4) according to operational impact
• Create, update, and maintain clear, structured ticket documentation
• Escalate issues to L2 / L3 teams based on SLA, severity, and business impact
• Follow SOPs, playbooks, and guided workflows strictly to ensure consistency
• Support merchants calmly during peak hours, incidents, and irate situations
• Work collaboratively with internal teams to resolve merchant issues efficiently
• Maintain high service quality while managing multiple conversations concurrently

What You Bring to the Table

• POS SaaS troubleshooting (orders, payments, printers, hardware)
• Experience using ticketing systems (Zoho Desk, Zendesk, or equivalent)
• WhatsApp-first customer support operations
• Structured problem solving under pressure
• Clear and concise written communication (WhatsApp-grade)
• Emotional control and professionalism when handling irate merchants
• Minimum 1 year of experience in customer support, POS, SaaS, or F&B tech environment
• Experience handling live merchants or real-time operational issues is preferred
• Candidates must be well versed in Chinese and English (both written and spoken) while Malay language is good to have

"We are looking for Mandarin-speaking candidates who will be serving Mandarin-speaking customers."

What We Have For You

• Competitive salary package and benefits.
• Internal transfer opportunities as we grow and scale.
• Energetic and fun culture.
• Casual dress code practice.
• Career development, training opportunities.
• Annual Dinner and exciting teambuilding events.