Customer Success Specialist

FlowNet; Malaysia; Presencial; MYR 60.000 - 90.000; Jornada completa

Descripción de la vacante

FlowNet is seeking a Customer Success professional in Malaysia to guide onboarding and activation, helping clients understand FlowNet’s payment products and workflows. You will support day-to-day payment operations, assist with documentation, and act as a trusted operational contact throughout the early customer lifecycle.

You will coordinate with Compliance, Product, and Support teams to resolve onboarding blockers, educate users on processes, and drive product adoption with clear, proactive

Formación

• 2 to 5 years in customer success, merchant onboarding or payment operations within payments, fintech, cross-border collection or banking.
• Fresh graduate is welcome if you're a quick learner.
• Working knowledge of KYC/KYB onboarding and payment or settlement flows.
• Strong written and spoken English; Mandarin is a strong advantage.
• Clear communicator who can explain complex processes simply.
• Structured and ownership-driven, comfortable managing multiple cases and cross-team followups.
• Experience with CRM or ticketing tools is a plus.

Responsabilidades

• Support customers through onboarding and account activation processes.
• Guide users on required documentation, account setup steps, and payment workflow requirements.
• Help customers understand how to use FlowNet’s payment products and features effectively.
• Provide clear guidance on onboarding status, next steps, and expected timelines.
• Act as a key point of contact during the early customer lifecycle stage.
• Assist customers with day-to-day payment operation questions, including account usage and transaction flows.
• Provide practical guidance on payment initiation, receipt flows, settlement expectations, and common operational scenarios.
• Help customers troubleshoot payment issues by identifying root causes and coordinating with internal teams where needed.
• Monitor recurring issues and proactively educate customers on best practices to reduce friction.
• Build day-to-day working relationships with customers and act as a trusted operational contact.
• Understand customer needs and usage patterns, and provide tailored guidance to improve product adoption.
• Follow up with customers regularly to ensure smooth ongoing use of the platform.
• Support customer retention by improving responsiveness, clarity, and operational confidence.
• Escalate high-priority customer concerns in a timely and professional manner.
• Work closely with Compliance, Product, Operations, and Customer Support teams to resolve customer issues efficiently.
• Coordinate internal follow-ups for onboarding blockers, payment issues, account restrictions, or documentation gaps.
• Ensure customers receive accurate and consistent information across different touchpoints.
• Act as the bridge between customer-facing needs and internal operational processes.
• Educate customers on platform processes, documentation standards, payment workflows, and operating requirements.
• Prepare or improve user guidance materials, FAQs, process notes, and onboarding instructions.
• Identify common customer pain points and propose ways to improve internal processes or customer guidance.
• Help standardize communication templates and customer handling processes for recurring scenarios.
• Track customer issues, turnaround times, and onboarding / support progress.
• Ensure customer cases are handled with clear ownership and timely follow-up.
• Maintain accurate records of customer interactions, issues, and resolutions.
• Contribute to service quality improvements by highlighting operational bottlenecks and recurring friction points.

Conocimientos

Onboarding

Customer Success

Payments

KYC/KYB

English

Mandarin

CRM

Cross-team collaboration

Herramientas

Ticketing systems

Descripción del empleo

FlowNet is a global payments infrastructure platform connecting traditional payment networks with digital assets. We provides enterprise-grade payment infrastructure that seamlessly bridges the worlds of cryptocurrency and traditional finance. We enable businesses to accept crypto payments, convert funds between digital assets and fiat currencies at institutional rates, and settle global transactions - all while operating within the established global banking system. Our solution delivers the benefits of crypto liquidity with the compliance and trust of traditional finance.

Key Responsibilities

Customer Onboarding & Account Guidance

• Support customers through onboarding and account activation processes
• Guide users on required documentation, account setup steps, and payment workflow requirements
• Help customers understand how to use FlowNet’s payment products and features effectively
• Provide clear guidance on onboarding status, next steps, and expected timelines
• Act as a key point of contact during the early customer lifecycle stage

Payment Usage Support

• Assist customers with day-to-day payment operation questions, including account usage, transaction flows, and process-related inquiries
• Provide practical guidance on payment initiation, receipt flows, settlement expectations, and common operational scenarios
• Help customers troubleshoot payment issues by identifying root causes and coordinating with internal teams where needed
• Monitor recurring issues and proactively educate customers on best practices to reduce friction

Account Management / Relationship Support

• Build day-to-day working relationships with customers and act as a trusted operational contact
• Understand customer needs and usage patterns, and provide tailored guidance to improve product adoption
• Follow up with customers regularly to ensure smooth ongoing use of the platform
• Support customer retention by improving responsiveness, clarity, and operational confidence
• Escalate high-priority customer concerns in a timely and professional manner

Internal Coordination

• Work closely with Compliance, Product, Operations, and Customer Support teams to resolve customer issues eFiciently
• Coordinate internal follow-ups for onboarding blockers, payment issues, account restrictions, or documentation gaps
• Ensure customers receive accurate and consistent information across different touchpoints
• Act as the bridge between customer-facing needs and internal operational processes

Process Education & Operational Enablement

• Educate customers on platform processes, documentation standards, payment workflows, and operating requirements
• Prepare or improve user guidance materials, FAQs, process notes, and onboarding instructions
• Identify common customer pain points and propose ways to improve internal processes or customer guidance
• Help standardize communication templates and customer handling processes for recurring scenarios

Monitoring & Service Quality

• Track customer issues, turnaround times, and onboarding / support progress
• Ensure customer cases are handled with clear ownership and timely follow-up
• Maintain accurate records of customer interactions, issues, and resolutions
• Contribute to service quality improvements by highlighting operational bottlenecks and recurring friction points

What we are looking for

• 2 to 5 years in customer success, merchant onboarding or payment operations within payments, fintech, cross-border collection or banking
• Fresh graduate is welcome if you're a quick learner
• Working knowledge of KYC/KYB onboarding and payment or settlement flows
• Strong written and spoken English; Mandarin is a strong advantage
• Clear communicator who can explain complex processes simply
• Structured and ownership-driven, comfortable managing multiple cases and cross-team followups
• Experience with CRM or ticketing tools is a plus