Customer Success Executive (SaaS)

Bukku Accounting; Kampung Malaysia Tambahan; Sur place; MYR 30 000 - 42 000; Plein temps

Résumé du poste

Bukku is seeking a Customer Success Executive in Kuala Lumpur to be the first point of contact for customers, answering questions about Bukku, guiding them through features, and ensuring issues reach the right team quickly. The role focuses on friendly support, thorough product knowledge, and proactive customer success.

You will interact via live chat and email, with occasional outbound calls, and contribute to knowledge base content as you learn the product and accounting basics.

Qualifications

• 1 to 5 years in a customer-facing role (entry-level for a fast-moving industry).
• Attentive and empathetic to customers' challenges.
• Strong written and verbal communication in English, plus Malay or Chinese.
• Tech-savvy and quick to learn new software.
• High attention to detail in written communication.
• Self-motivated and self-disciplined.

Responsabilités

• Provide friendly, responsive support to customers through live chat and email, occasionally with outbound calls.
• Build knowledge of Bukku platform to answer software questions and guide customers through features.
• Understand issues, resolve within scope, escalate complex cases with clear notes.
• Log and elevate bug reports and feature requests to the product team and follow up with customers.
• Contribute to help articles and FAQs based on recurring questions.
• Maintain good relationships with customers to ensure their business success.

Connaissances

Customer support

English proficiency

Malay or Chinese

Tech savvy

Attention to detail

Outils

CRM software

Description du poste

Bukku is a well-funded and fast growing software company running the most-loved cloud accounting software currently being used by more than 20k SMEs in the country.

We're looking for a Customer Success Executive to be the first point of contact for our customers. You'll help them get the most out of Bukku by answering their questions about the software, guiding them through features, and making sure anything you can't resolve gets to the right team member quickly. You don't need to be an accounting expert - we'll teach you the product inside out.

Responsibilities

• Provide friendly, responsive support to customers through live chat and email, occasionally with outbound calls.
• Build strong working knowledge of the Bukku platform to answer software-related questions and guide customers through features and workflows.
• Understand the customer's issue, resolve what's within scope, and elevate complex cases to senior team members with clear notes and context.
• Log and elevate bug reports and feature requests to the product team, and follow up with the customer on the outcome.
• Contribute to help articles and FAQs based on recurring customer questions.
• Maintain good relationships with our customers and help ensure their business success by using our products.

Requirements

• 1 to 5 years of working experience in a customer-facing role (customer support, customer service, or similar). This is an entry-level role in a fast-moving industry, so we're looking for someone early in their career who's ready to grow with us.
• Attentive and empathetic to customers' challenges and pain points.
• Strong written and verbal communication skills in English, plus either Malay or Chinese.
• Tech savvy and comfortable learning new software quickly.
• High attention to detail, especially in written communication.
• Self-motivated and self-disciplined.
• Good to have: basic accounting knowledge or a background in accounting, business, or finance. Not required - product and accounting fundamentals training will be provided.
• Experience with SaaS or accounting software is a plus.

The perfect candidate

• Having a "think big, start small" mindset (You're ambitious yet patient).
• Having a growth mindset (You thrive on challenge and hungry for improvements).
• Attention to detail (You can spot pixel difference with naked eyes).
• Confident yet humble (Confident when you know stuffs).
• True team player (If you want to go far, go together).