Customer Support Associate

Company Description

Payd is a fast-growing fintech company on a mission to improve the financial wellbeing of workers across Southeast Asia. Our platform empowers employees with Earned Wage Access and enables businesses to manage casual workers with ease. We partner with employers to offer simple, transparent, and dignified financial solutions — helping people get paid when they need it most.

As we continue to grow, we’re looking for a Customer Support Associate to join our team and be the voice of Payd for our users.

Job Description

• Be the first point of contact for Payd users — primarily casual workers and employees — through email, live chat, and phone.
• Respond to queries with empathy, clarity, and professionalism, ensuring a positive customer experience.
• Troubleshoot and resolve common platform issues such as login problems, withdrawal delays, or approval concerns.
• Monitor and manage support tickets, ensuring timely responses and that service levels (SLAs) are met.
• Guide users through how to use Payd’s Earned Wage Access and Casual Worker Management tools effectively.
• Gather and document user feedback to help improve the product and support experience.
• Escalate more complex or technical issues to internal teams (Product, Tech, Operations).
• Support client onboarding by assisting with FAQs, help guides, and virtual training sessions when needed.
• Maintain accurate records of all customer interactions using support systems and tools.

Qualifications

• 1–3 years of experience in customer support, preferably in fintech, HR tech, or SaaS startups.
• Excellent communication skills in both English and Bahasa Malaysia (written and spoken).
• A proactive, problem-solving mindset with a genuine desire to help users.
• Comfortable with technology and able to quickly learn new tools and systems.
• Willing to work weekends or public holidays, if required (with appropriate time-off arrangements).