Customer Service and Operations Executive

Zaccha; Johor Bahru; Remote; MYR 33,000 - 56,000; Full time

Benefits offered by this job

Remote work

15 paid leave days

Monthly invoicing

Job summary

Zaccha is seeking a Customer Service and Operations Executive to join our small, agile team in Malaysia. You will handle customer queries via WhatsApp, email and social channels, and manage the full order journey from issues to delivery.

Coordinate with our warehouse and fulfilment partner, support marketing operations, and provide general admin support for the founder. This is a remote, full‑time contractor role with a monthly invoicing arrangement.

Qualifications

• At least one year handling customers directly in writing (chat, messaging or email).
• Comfortable with Shopify and WhatsApp Business.
• Clear, correct writing in English and Mandarin.
• Google Sheets or Excel for basic records and checking numbers.
• You keep track of your own work in Notion, Asana, Trello or similar.
• Comfortable using AI tools to work faster.

Responsibilities

• Answer customer questions across WhatsApp, email and social media.
• Look after the full order journey: order issues, changes, delivery problems and anything else that affects a customer’s experience.
• Know when to answer yourself and when to pass something to the founder.
• Keep our customer answers and records up to date.
• Coordinate with our warehouse and fulfilment partner.
• Support our marketing operations, including events and digital marketing tasks.
• Pick up other operational work as the business needs it.
• Record expenses and bills.
• Create invoices and follow up on them.
• General administrative support for the founder.

Skills

Customer service

E-commerce

Communication

Bilingual English & Mandarin

Team collaboration

Tools

Shopify

WhatsApp Business

Google Sheets

Excel

Notion

Asana

Trello

AI tools

Job description

Customer Service and Operations Executive

About Zaccha

Zaccha is a mission-driven wellness company dedicated to supporting long-term immune health and healthy longevity. Based in Singapore, our product is backed by over 25 years of clinical research, combining modern science with traditional Chinese medicine philosophy.

We are committed to helping people feel stronger, more resilient, and balanced at important stages of life. As a growing founder-led company, we value thoughtful execution, care in details, and meaningful impact in the lives of our community.

We are a small, growing team, and this is an exciting growth opportunity. We are hiring someone who is driven, agile, and eager to learn and grow with the business.

Answer customer questions across WhatsApp, email and social media, and help customers solve their problems

Look after the full order journey: order issues, changes, delivery problems and anything else that affects a customer’s experience

Know when to answer yourself and when to pass something to the founder

Keep our customer answers and records up to date

Operations

Coordinate with our warehouse and fulfilment partner, and follow up with suppliers as needed

Support our marketing operations, including events and digital marketing tasks

Pick up other operational work as the business needs it

Admin

Record expenses and bills

Create invoices and follow up on them

General administrative support for the founder

Your first 90 days

Month 1: learn our products, our customers and our systems. Take over daily order checks and straightforward customer questions

Month 2: handle most customer conversations on your own. Start coordinating with the warehouse directly

Month 3: run the day-to-day without the founder in it, and tell us what could work better

Experience

At least one year handling customers directly in writing — chat, messaging or email

Comfortable with Shopify and WhatsApp Business

Clear, correct writing in English and Mandarin

Google Sheets or Excel for basic records and checking numbers

You keep track of your own work in Notion, Asana, Trello or similar

Comfortable using AI tools to work faster

Skills we look for

Three or more years in customer service

E-commerce, retail or direct-to-consumer

Coordinating with a warehouse, 3PL or delivery partner

Working in a small team where you did a bit of everything

Subscriptions or a loyalty programme

Klaviyo, Canva or Meta Business Suite

This role suits you if

You enjoy helping people and problem solving. When you do not know the answer, you go and find it rather than waiting to be told.

We are a small company, so we need someone agile and flexible. Things will change. We care about results and outcomes, not about ticking off a fixed list of tasks. If you want a job that stays exactly the same every week, this is not it.

The details

Type: Full-time contractor. Monthly invoice. No EPF, SOCSO or employment benefits
Fee: RM 3,000 to 5,000 per month, depending on experience and capability
Hours: Monday to Friday, 9am to 6pm
Leave: 15 paid days a year, yours to use for personal time, public holidays or sick days. Any days beyond that are deducted from the monthly fee, prorated
Location: Remote, anywhere in Malaysia. Johor Bahru is a plus but not required
Reports to: Co-founder

We review as applications come in and will close the posting once we find the right person.