Customer Support Executive

FeedMe; Kuala Lumpur; Hybrid; MYR 39,000 - 73,000; Full time

Benefits offered by this job

Competitive salary package

Internal transfer opportunities

Hybrid-mode work arrangement

Casual dress code

Job summary

FeedMe is seeking a frontline customer support specialist to help merchants operate and generate revenue by providing fast, accurate assistance through WhatsApp and ticketing systems. You will handle live merchant inquiries, troubleshoot POS SaaS issues, classify severity, document tickets, and escalate when needed while staying calm under pressure.

You will maintain high service standards, collaborate with internal teams, and manage multiple conversations during peak hours with a focus on clear

Qualifications

• POS SaaS troubleshooting focusing on orders, payments, printers and hardware.
• Experience using ticketing systems (Zoho Desk, Zendesk, or equivalent).
• WhatsApp-first customer support operations.
• Structured problem solving under pressure.
• Clear and concise written communication (LINE-grade).
• Emotional control and professionalism when handling irate merchants.
• Minimum 1 year of experience in customer support, POS, SaaS, or F&B tech.
• Experience handling live merchants or real-time operational issues preferred.
• Fluent in Chinese and English (written and spoken); Malay is a plus.

Responsibilities

• Handle inbound merchant enquiries via WhatsApp Business API and ticketing systems.
• Perform first-level POS SaaS troubleshooting (orders, payments, printers, hardware, and basic system issues).
• Accurately classify issues based on severity (S1-S4) according to operational impact.
• Create, update, and maintain clear, structured ticket documentation.
• Escalate issues to L2/ L3 teams based on SLA, severity, and business impact.
• Follow SOPs, playbooks, and guided workflows strictly to ensure consistency.
• Support merchants calmly during peak hours, incidents, and irate situations.
• Work collaboratively with internal teams to resolve merchant issues efficiently.
• Maintain high service quality while managing multiple conversations concurrently.

Skills

POS SaaS troubleshooting

WhatsApp-first support

Structured problem solving

Clear written communication

Emotional control under pressure

Chinese and English proficiency

Malay a plus

Tools

Zoho Desk

Zendesk

WhatsApp Business API

Job description

This role exists to ensure merchants can continue operating and collecting revenue by providing fast, accurate, and POS-grade customer support. You will be on the frontline, supporting live merchants through WhatsApp and ticketing systems, especially during peak business hours where system reliability and response speed are critical.

Your Day-to-Day:

• Handle inbound merchant enquiries via WhatsApp Business API and ticketing systems
• Perform first-level POS SaaS troubleshooting (orders, payments, printers, hardware, and
• basic system issues)
• Accurately classify issues based on severity (S1-S4) according to operational impact
• Create, update, and maintain clear, structured ticket documentation
• Escalate issues to L2/ L3 teams based on SLA, severity, and business impact
• Follow SOPs, playbooks, and guided workflows strictly to ensure consistency
• Support merchants calmly during peak hours, incidents, and irate situations
• Work collaboratively with internal teams to resolve merchant issues efficiently
• Maintain high service quality while managing multiple conversations concurrently

What You Bring to the Table

• POS SaaS troubleshooting (orders, payments, printers, hardware)
• Experience using ticketing systems (Zoho Desk, Zendesk, or equivalent)
• WhatsApp-first customer support operations
• Structured problem solving under pressure
• Clear and concise written communication (LINE-grade)
• Emotional control and professionalism when handling irate merchants
• Minimum 1 year of experience in customer support, POS, SaaS, or F&B tech environment
• Experience handling live merchants or real-time operational issues is preferred
• Candidates must be well versed in Chinese and English (both written and spoken) while Malay is good to have

What We Have For You

• Competitive salary package and benefits.
• Internal transfer opportunities as we grow and scale.
• Hybrid-mode work arrangement & flexible hours.
• Casual dress code practice.