Client Success & Support Specialist

Rewardz; Kampung Malaysia Raya; Hybrid; MYR 78,000 - 106,000; Full time

Job summary

Rewardz in Malaysia is seeking a hands-on Client Success & Support professional to drive onboarding, campaign coordination, reporting, and proactive account support across two core functions. You will partner with internal teams to launch campaigns, manage customer inquiries via email and chat, and deliver high CSAT through timely, accurate responses and data-driven insights.

This permanent role suits detail-oriented, communicative professionals who thrive in a fast-paced environment and enjoy

Qualifications

• 3–5 years of experience in client success, account coordination, customer support, or similar roles.
• Strong written and verbal communication skills across email, chat, and meetings.
• Hands-on, proactive, detail-oriented with excellent time management.
• Data-literate: comfortable with reports, basic analytics to support client conversations.
• Problem-solver who thrives in fast-paced, cross-functional environments.

Responsibilities

• Manage day-to-day operations of assigned client accounts, ensuring onboarding, implementation, and engagement.
• Coordinate campaign launches and reward catalogue updates with internal teams.
• Track and report on key performance metrics, with regular client updates and recommendations.
• Support CSMs with data requests, presentations, and internal follow-ups.
• Provide platform data insights to improve engagement and client outcomes.
• Serve as first line of support via email and chat, delivering prompt, accurate responses.
• Meet SLA targets, maintain high CSAT, and escalate complex issues when needed.
• Identify recurring issues and propose improvements with Ops/Tech.
• Contribute to help articles, FAQs, and support documentation.

Skills

Client success

Account coordination

Customer support

Data analytics

Communication

Tools

Excel

Job description

A hands-on, high-impact role at the heart of Rewardz's client delivery operations. You will spend your time equally split between two core responsibilities: Client Success Operations (50%) – ensuring clients achieve their goals on the Rewardz platform through smooth onboarding, campaign coordination, reporting, and ongoing account support. Customer Support (50%) – delivering exceptional frontline service via email and chat, addressing queries, troubleshooting issues, and providing accurate, timely responses to users and client stakeholders. This is a critical, permanent position designed for professionals who thrive in a fast-paced environment, love client interaction, and take pride in delivering reliable, high-quality service every day.

Key responsibilities

Manage day-to-day operations of assigned client accounts, ensuring smooth onboarding, implementation, and engagement.

Coordinate campaign launches and reward catalogue updates by liaising with internal teams (Partnerships, Ops, Tech).

Track and report on key performance metrics, preparing regular updates and recommendations for clients.

Support CSMs with account-related tasks such as data requests, presentations, and internal follow-ups.

Provide insights from platform data to improve engagement and client outcomes.

Serve as the first line of support for users and clients via email and chat, responding promptly and accurately to queries.

Meet SLA targets, maintain response accuracy, and ensure a consistently high customer satisfaction (CSAT) score.

Escalate complex issues to relevant teams while maintaining proactive client communication.

Identify recurring support issues and work with Ops and Tech to propose process improvements or self-service solutions.

Contribute to the creation and maintenance of help articles, FAQs, and support documentation.

About you

3-5 years of experience in client success, account coordination, customer support, or a similar client-facing role.

Strong written and verbal communication skills — able to communicate clearly and professionally across email, chat, and meetings.

Hands-on, proactive, and detail-oriented with excellent time management skills.

Data-literate: comfortable working with reports, Excel, and basic analytics to support client conversations.

A problem-solver who thrives in fast-paced, dynamic environments and enjoys collaborating with cross-functional teams.

Comfortable with frontline support work and motivated by delivering great service experiences daily.

Clear, empathetic, and professional communicator.

Strong organizational skills with the ability to manage multiple tasks simultaneously.

Analytical mindset with an eye for detail and quality.

Resilient, resourceful, and solution focused.

About us

Founded in Singapore in 2012, Rewardz has been at the forefront of digital transformation in the rewards and recognition space, delivering innovative solutions for employees, customers, and distributors. Our clients include leading global and regional MNCs, including Fortune 500 companies across APAC such as AIG, AIA, Prudential, FAB, and DIB. We are an operationally profitable company that surpassed an ARR of USD 16 million in 2024, with a bold ambition to reach USD 100 million within the next three years. Rewardz is backed by strategic investors such as Benefit One and Daiichi Life, who continue to support us on our growth journey. We're a growth-focused, dynamic team of problem-solvers committed to delivering excellence to our clients.

Be a core part of client delivery, shaping the daily experience of global brands and thousands of users.

Gain exposure across multiple functions — client success, support, partnerships, and operations.

Join a collaborative, high-growth environment where ideas are valued and impact is visible.

Work in a flexible, hybrid setting with opportunities for regional exposure as Rewardz scales across Asia-Pacific.

Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• How many years' experience do you have as a Support Specialist?
• Which of the following types of qualifications do you have?