Customer Support Executive (Fintech)

TL;DR

Customer Support Executive (Fintech): Delivering trilingual remote support for entrepreneurs and SMEs using hirify.global’s incorporation, accounting, compliance, and fintech platforms with an accent on multichannel communication, troubleshooting, and customer onboarding. Focus on resolving complex client issues, coordinating with compliance and technical teams, and identifying AI-enabled improvements to support workflows.

Location: Remote from Malaysia. The role supports clients navigating Hong Kong business services. Work-from-anywhere arrangements are available for up to one month per year.

Company

hirify.global is a technology-enabled services company providing corporate secretarial, accounting, bookkeeping, compliance, and fintech payment solutions for micro and small businesses.

What you will do

• Provide customer support through email, live chat, and phone, focusing on speed, clarity, and empathy.
• Guide clients through onboarding, document submissions, and hirify.global’s digital platforms.
• Troubleshoot issues related to incorporation, accounting, compliance, and platform usage, escalating when necessary.
• Collaborate with Sales, Compliance, Corporate Secretary, Accounting, and Technology teams to ensure seamless service.
• Follow up on customer feedback and required documentation.
• Identify recurring pain points and recommend improvements to workflows and help center content.

Requirements

• Bachelor’s degree in any field.
• Fluent spoken English and Cantonese required; Mandarin is an advantage.
• At least two years of customer support experience; fintech, SaaS, or professional services experience is preferred.
• Experience using digital tools such as Zendesk, Aircall, Slack, and Gmail.
• Must be based in Malaysia, with a dedicated quiet workspace and stable internet connection.
• Strong ownership, structured thinking, problem-solving, attention to detail, analytical ability, and clear communication.

Nice to have

• Basic knowledge of Hong Kong business regulations, including taxes and company filings.
• Experience in a fast-paced startup or scale-up environment.
• Curiosity about practical AI applications in customer support and business operations.

Culture & Benefits

• Flexible work-from-home schedule with flexibility to start earlier or later when responsibilities are completed and communication is proactive.
• Competitive market salary, generous paid time off, and holiday schedules.
• Potential eligibility for an employee share ownership plan.
• Responsibility, autonomy, and internal and external training opportunities.
• Inclusive, diverse culture centered on humility, kindness, and learning.
• Background screening may include verification of education, criminal history, political exposure, bankruptcy, and adverse credit history.

Hiring process

• Approximately 30-minute self-video or Talent Acquisition interview.
• Approximately 60-minute case study with the Hiring Manager, followed by a 60-minute soft-skills assessment.
• Verbal or written offer followed by short reference interviews; the process is expected to take no more than three weeks.