Customer Success & Support Specialist – Building the Future of Work

Caction - Good Works Technology; Subang Jaya; On-site; MYR 100,000 - 150,000; Full time

Job summary

A growing SaaS company in Malaysia is seeking a dedicated Customer Success & Support Specialist to ensure customers receive the help they need. Responsibilities include guiding users, creating helpful resources, and turning insights into actionable improvements. Ideal candidates are passionate about customer success and possess strong communication skills. Enjoy an office-hour role that promotes work-life balance while making a meaningful impact on customer experiences.

Benefits

Work-life balance

Growth opportunities

Qualifications

• A passion for helping customers succeed through technology.
• Experience in customer success, support, or technical writing is an advantage.
• Ability to work independently while collaborating with product and implementation teams.

Responsibilities

• Communicate with customers to understand their needs and resolve inquiries.
• Develop user manuals, FAQs, and guides to help customers solve problems independently.
• Collect and analyze customer insights to improve the platform.

Skills

Strong communication skills

Problem-solving abilities

Customer-first mindset

Job description

Customer Success & Support Specialist – Building the Future of Work

Caction has recently been awarded the prestigious MDAG-AI grant by the Malaysian government. As we lead the rollout of Operations AI across Malaysia and Southeast Asia, we’re looking for a passionate Customer Excellence Executive to join our journey.

At Caction, we believe that our customers’ success is our success. Our platform helps service-based industries transform how they work — driving transparency, efficiency, and motivation across teams. But true transformation happens when customers receive the right support to adopt and thrive with our technology.

As a Customer Excellence Executive, you will be the friendly, dependable voice that ensures our users get the help they need — whether it’s troubleshooting, guiding them through Caction’s features, or sharing best practices. You will play a vital role in building a smooth, responsive, and world-class customer experience.

Your work ensures that every customer can fully benefit from Caction — turning daily challenges into operational excellence and lasting satisfaction. Your work will directly impact businesses, workers, and the future of Caction’s growth.

What You’ll Do

Drive Customer Success – Communicate with customers to understand their needs, resolve inquiries, and guide them to adopt and fully leverage Caction for maximum value.

Build a Knowledge Base – Develop clear and engaging user manuals, FAQs, and guides to help customers solve problems independently.

Turn Feedback into Action – Collect, analyze, and report customer insights to help improve the platform and enhance the overall experience.

Strengthen Our Support Infrastructure – Lay the groundwork for a scalable, world-class customer support system that will enable Caction’s global expansion.

What We’re Looking For

A passion for helping customers succeed through technology.

Strong communication skills (written and verbal) in English; proficiency in other languages is a plus.

Excellent problem-solving abilities with a customer-first mindset.

Experience in customer success, support, or technical writing is an advantage.

Ability to work independently while collaborating with product and implementation teams to enhance the user experience.

Why Join Caction?

Make an Impact – Your work will help businesses thrive and improve workplace culture.

Growth Opportunity – Be part of building a scalable support system that will enable Caction to expand globally.

Work-Life Balance – Office-hour role, so you can maintain a healthy balance while making a real difference.

Join Us and Help Build the Future

If you’re looking for a role where your work truly matters, where you can help shape the future of customer success and support at a growing SaaS company, we’d love to hear from you. Apply now and be part of Caction’s journey to scale globally!