Associate, Customer Success

Razorpay Software Private Limited; Malaysia; On-site; MYR 40,000 - 60,000; Full time

Job summary

Dormont Manufacturing Co is looking for a Customer Success Executive in Malaysia to ensure the long-term success of merchants using Curlec.

Your role will involve seamless onboarding, providing responsive support, and acting as an internal advocate for merchants. A Bachelor's degree and Mandarin speaking ability are essential, alongside a proactive approach to client relationships and problem-solving.

Qualifications

• 1-2 years of experience in Customer Service/Success from banking/fintech/IT industry preferred.
• Fresh graduates are welcome.
• Ability to speak in Mandarin is essential.

Responsibilities

• Manage onboarding process for new merchants.
• Address merchant queries and provide solutions promptly.
• Act as an advocate for merchants within the company.

Skills

Customer Service experience

Mandarin speaking

Problem-solving

Strong communication skills

Education

Bachelor's degree

Job description

Razorpay is one of India’s leading full-stack financial technology companies, powering the way businesses move, manage, and grow money. Founded in 2014 by Harshil Mathur and Shashank Kumar with a simple vision - to simplify payments for Indian businesses - we’ve since grown into a fintech powerhouse driving India’s digital payment revolution.

Razorpay powers millions of businesses with a smarter, scalable stack that goes beyond transactions to help them truly build and grow.

From building AI-native agentic payments, to AI-assisted fraud detection and real-time risk intelligence to automated reconciliation, smart payouts, and predictive financial insights, we are embedding intelligence across our stack to make money movement faster, safer, and more efficient. In close collaboration with ecosystem partners - including banks, networks, regulators - we are pioneering industry-first solutions that are shaping the next era of fintech.

Across India, Singapore and Malaysia, our products span everything from seamless checkouts to payroll automation - powering a fintech ecosystem that’s redefining how money moves across Asia.

Today, that ecosystem supports everyone from early-stage startups to some of India’s largest enterprises, enabling them to accept, process, and disburse payments at scale while expanding into new ways of managing money more efficiently.

Our scale speaks volumes: Razorpay processes $180+ billion in annualized transactions, powering leading businesses like Airbnb, Facebook, WhatsApp, Airtel, CRED, BookmyShow, Zomato, Swiggy, Lenskart, Mirae Asset Capital markets, Indian Oil, National Pension Scheme - and over 100 of India’s unicorns. With strong roots in India and growing operations in Southeast Asia, we are shaping the next chapter of financial technology across the region.

We are backed by global investors including GIC, Peak XV Partners (formerly Sequoia Capital India & SEA), Tiger Global, Ribbit Capital, Matrix Partners, MasterCard, and Salesforce Ventures, having raised over $740 million to date. Strategic acquisitions - including Ezetap (POS and offline payments), Curlec (Malaysia expansion), BillMe (digital invoicing), and POP (rewards-first UPI) - along with earlier moves in fraud prevention, payroll, and lending, have further strengthened our platform and widened our footprint across Asia.

But what truly sets Razorpay apart is our culture. At Razorpay, ownership is our oxygen - you own what you build, with no micromanagement or red tape, just the runway to make your ideas fly. Learning is a lifestyle - if you’re curious, you’ll feel at home here. People > Pedigree - we hire for attitude, hustle, and hunger more than degrees. Transparency thrives over titles - this is where interns question CXOs and CXOs say “thank you.” Guided by our values of Customer First, Autonomy & Ownership, Agility with Integrity, Transparency, Challenging the status quo and a strong belief that Razorpay grows with Razors, you’ll be part of a 3000+ strong team building not just products, but the financial infrastructure of the future.

About Us

As part of its international expansion strategy, Razorpay acquired Curlec, a Kuala Lumpur-based full-stack payments solution, to establish a strong presence in Southeast Asia. Curlec has since become an integral part of Razorpay’s vision to simplify financial operations for businesses across the region. Building on this momentum, Razorpay is now expanding into Singapore, marking its next strategic step in the Southeast Asia growth journey.

NOTE: This role is based in Malaysia. Please apply if you are authorised to work without a sponsorship.

Roles and Responsibilities

As a Customer Success Executive at Curlec, you will play a pivotal role in ensuring the long-term success of our valued merchants using Curlec. Your daily responsibilities will encompass various aspects of customer satisfaction and engagement, including:

• Seamless Onboarding: You will take charge of the onboarding process for new merchants, collaborating with cross-functional teams to ensure that the merchant’s onboarding experience is not only smooth but exceptional.
• Responsive Support: Promptly address merchant queries, providing effective solutions within defined Service Level Agreements (SLAs). Your responsiveness will contribute to a high level of merchant satisfaction.
• Internal Advocacy: Act as a dedicated advocate for our merchants within the company. You will gather, analyze, and deliver informed and quantified feedback to relevant teams to enhance the merchant experience.
• Tools and Collaboration: Utilize state-of-the-art Customer Success tools and work closely with the broader Success team to maintain a consistent and exceptional level of service for our merchants.
• Issue Management: Coordinate and manage critical issues by collaborating with our Operations and Engineering teams. Your ability to drive resolutions will be crucial in maintaining high merchant satisfaction.
• Process Refinement: Collaborate closely with the Head of Customer Success to continuously refine and improve operational processes, ensuring efficiency and a customer‑centric approach.

Requirements and Qualification

• Bachelor’s degree in any field. Preferably 1 - 2 years of experience in Customer Service/Success from banking/fintech/IT industry.
• Fresh Graduates are welcome to apply.
• Ability to speak in mandarin is a must
• Enjoys solving problems but prefers preventing them.
• Having a proven track record in understanding complex problems and providing suggestions and solutions to those problems.
• Enjoys building and developing relationships with clients and internal stakeholders.Having a strong business acumen will help in your solutioning with clients.
• An ability to stay organized and calm, even in fast paced high pressure situations.
• Self-driven to do your best in any environment and circumstances.
• Experience in prioritizing your time between multiple issues which vary in urgency.
• A strong belief that clients should be at the forefront of our efforts and a commitment to delivering great support and service.
• Strong communication skills are imperative in this role, your ability to convey information clearly and effectively will facilitate successful client interactions, internal collaboration, and process improvements.

Razorpay believes in and follows an equal employment opportunity policy that doesn’t discriminate on gender, religion, sexual orientation, colour, nationality, age, etc. We welcome interests and applications from all groups and communities across the globe.