Customer Support Executive (Fintech)

TL;DR

Customer Support Executive (Fintech): Delivering trilingual remote support for entrepreneurs and SMEs in Hong Kong with an accent on onboarding, inquiry resolution, and client experience optimization. Focus on troubleshooting business incorporation and accounting issues, collaborating cross-functionally, and leveraging AI tools to scale support.

Location: Remote (most likely located in Malaysia)

Company

hirify.global is a tech-enabled fintech company that simplifies back-office operations for micro SMEs through proprietary software and AI.

What you will do

• Provide multichannel support via email, live chat, and phone with a focus on speed and clarity.
• Guide clients through digital platforms for onboarding and document submissions.
• Troubleshoot issues related to business incorporation and accounting, escalating to internal teams when necessary.
• Collaborate with Sales, Compliance, Corporate Secretary, and Tech teams to ensure seamless service.
• Identify recurring customer pain points and suggest improvements to workflows or help center content.

Requirements

• Bachelor's Degree in any field.
• Fluent spoken English and Mandarin (non-negotiable).
• Must be located in Malaysia.
• 0-2 years of experience in customer support (experience in Fintech, SaaS, or professional services preferred).
• Proficiency with digital tools such as Zendesk, Aircall, Slack, and Gmail.
• Self-motivated with a dedicated, quiet workspace and stable internet connection.

Nice to have

• Fluency in Cantonese.
• Basic knowledge of Hong Kong business regulations (taxes, company filings).
• Experience working in a fast-paced startup or scale-up environment.

Culture & Benefits

• Flexible work-from-home arrangement with adjustable start/end times.
• Ability to work fully remote from anywhere in the world for one month per year.
• Competitive market salaries and generous paid time off.
• Eligibility for an employee share ownership plan (ESOP).
• Culture rooted in humility, kindness, and a strong drive for personal and professional growth.

Hiring process

• Introductory chat with Talent Acquisition to discuss experience.
• Case study interview with the Hiring Manager focused on real-life challenges.
• Soft-skills assessment with HR or leadership to evaluate thinking and work style.
• Offer and reference interviews.