Customer Support Specialist

Job Responsibilities

1. Support client onboarding, platform setup, implementation, training and User Acceptance Testing (UAT).
2. Serve as the main point of contact for client enquiries, service requests and operational issues.
3. Troubleshoot basic platform issues and coordinate with technical teams to ensure timely resolution.
4. Build and maintain strong client relationships, ensuring satisfaction, engagement and retention.
5. Monitor client feedback, identify improvement opportunities and support product adoption.
6. Assist with account renewals, subscription management, invoicing and payment coordination.
7. Maintain accurate client records, CRM updates, support tickets and relevant documentation.
8. Collaborate with Sales, Product, Technology and Finance teams to deliver a seamless client experience.
9. Support continuous improvement of client management processes and service quality.

Job Requirements

1. Diploma or Degree in Business, IT or a related field.
2. Fresh graduates are welcome; experience in Client Management, Customer Success, SaaS, FinTech or RegTech is an advantage.
3. Good command of English and Mandarin, both written and spoken, to support English- and Mandarin-speaking clients.
4. Strong communication, interpersonal and problem-solving skills with a client-oriented mindset.
5. Proactive, responsible, detail-oriented and able to multitask effectively.
6. Tech-savvy, adaptable and willing to learn new software platforms.
7. Able to work independently and collaborate effectively across teams.
8. Familiarity with CRM or ticketing systems is an added advantage.