Chinese Merchant Support (Fintech)

Location: Kuala Lumpur, Malaysia. Rotating shifts follow GMT+8, including weekday evening shifts and weekend coverage.

Company

hirify.global provides payment infrastructure, APIs, eCommerce integrations, KYC solutions, fraud prevention, and financial services for businesses across Southeast Asia, with expansion into Greater China and LATAM.

What you will do

• Support merchants through WeChat and email, handling their needs, requests, and operational problems.
• Investigate customer issues, explain solutions clearly, and provide empathetic service.
• Escalate important issues and customer feedback to technical, product, and other internal teams.
• Identify operational improvements, including documentation and automation that reduce manual work.
• Analyze customer service quality and plan initiatives to improve the overall merchant experience.
• Work on projects that improve team processes, productivity, and operational scalability.

Requirements

• 3–4 years of experience in customer or merchant operations, B2B operations, relationship management, banking, or financial institutions.
• Bachelor’s degree in engineering, management, finance, accounting, communications, computer science, or IT.
• Professional fluency in both English and Mandarin is required.
• Experience with ticket management platforms such as Zendesk, Freshdesk, Zoho, or similar tools.
• Analytical, detail-oriented, flexible, resilient, and able to multitask in a fast-paced environment.
• Willingness to work rotating weekday and weekend shifts.

Nice to have

• Experience in fintech or banking operations.
• Experience opening client accounts.

Culture & Benefits

• Fast-paced environment focused on customer satisfaction and operational excellence.
• Exposure to technical departments, product teams, and a wide range of merchant issues.
• Opportunities to research new topics, become a subject matter expert, and lead improvement projects.
• Rotating schedule covering weekday and weekend customer support needs.