Customer Experience Specialist (Full-time)

Qlub (Singapore) Pte Ltd; Hong Kong; On-site; HKD 201,000 - 268,000; Full time

Job summary

qlub is scaling rapidly across markets worldwide and we are looking for a Customer Experience Specialist to join our Hong Kong team. You will respond to customer queries, troubleshoot issues, and help turn payments friction into growth for restaurants in a fast-moving, builder-focused environment.

You’ll work closely with operations, liaise with Mandarin-speaking associates, and thrive on solving challenges in payments and hospitality.

Qualifications

• 1–2 years of experience in customer support.
• Excellent communication skills, both written and verbal.
• Ability to multitask and prioritize in a fast-paced environment.
• Strong problem-solving skills and attention to detail.
• Customer-focused with a positive attitude.
• Availability to work flexible hours, including weekends.
• Mandarin speaking is required to liaise with Chinese-speaking associates.

Responsibilities

• Respond to customer queries in a timely manner via phone, email or chat.
• Identify and troubleshoot issues customers may encounter.
• Capture, organize and report product issues or useful discussions to the internal team.
• Work closely with Operations to ensure technical issues are resolved.

Skills

Customer support experience

Communication skills

Multitasking

Problem-solving

Customer-focused

Mandarin language

Job description

Customer Experience Specialist (Full-time)

The end of a great meal shouldn't be the slow part. Waiting for the check, finding someone to take payment, splitting a bill by hand. qlub removes that friction. Guests scan a QR code and pay in seconds. No app, no download, no waiting.

From Pay-at-Table and Digital Menus to Order-and-Pay, Payment Links, and SoftPOS terminals, we handle the full payment experience so restaurants can focus on what they do best: great hospitality. Less friction means faster table turnover, smoother operations, and higher profit.

We're a fast-scaling fintech backed by Mastercard, Mubadala, e& and Shorooq. $72M raised, live across multiple markets worldwide, and headcount doubled in the past year. We're building the teams that take us to the next stage.

The role

qlub is scaling fast across markets worldwide, and we look for people who take real ownership of their work. As our next Customer Experience Specialist, you'll help drive our growth in Hong Kong : building, shipping, and delivering results from day one. You'll work closely with operators and partners to turn frictionless payments into real growth for restaurants. If you thrive in a fast-moving, build-from-scratch environment, this role is for you.

What you’ll own:

Responsible for responding to customer queries in a timely manner, via phone, email or chat.

Identify and troubleshoot issues that customers may encounter while using the service.

Capture, organise and report any product issues or useful discussions brought up by customers to the internal team.

Work closely with the Operations team to follow up with customers to ensure technical issues are resolved.

Who you are:

You've done this before in a fast-moving, high-growth environment

You move fast and make strong decisions with incomplete information

You take real ownership and think like an operator, not a coordinator

You're energized by hard problems in payments, hospitality, and customer experience

What you’ll need:

1 - 2 years of experience in customer support, Fresh graduates welcome to apply.

Excellent communication skills, both written and verbal.

Ability to multitask and prioritize in a fast-paced environment.

Strong problem-solving skills and attention to detail.

Customer-focused with a positive attitude.

Availability to work flexible hours, including weekends.

Mandarin speaking is required to liaise with Chinese-speaking associates.

Nice to have

Experience in payments, fintech, hospitality tech, or a high-growth marketplace

What we offer:

• Real ownership over products that impact millions of diners and thousands of restaurants globally
• The opportunity to solve challenging problems in payments, hospitality, and customer experience
• A fast-moving environment where great ideas quickly become reality
• Close collaboration with experienced operators, builders, and industry experts
• A chance to leave a visible mark on one of the fastest-growing restaurant technology companies globally