Customer Support Executive, HK market (Remote)

Freelancing; Malaysia; Remote; MYR 33,480 - 50,220; Full time

Job summary

A company providing digital business services is seeking a Customer Support Executive based in Malaysia. This remote role requires exceptional trilingual support in English, Mandarin, and Cantonese. The successful candidate will troubleshoot issues and assist entrepreneurs with business incorporation and accounting processes. With a focus on customer service, candidates should have a Bachelor's degree and a minimum of 0-2 years in support roles. The position offers an opportunity to contribute to client success in a fast-paced environment.

Qualifications

• Minimum 0-2 years of experience in customer support.
• Fresh graduates are welcome.
• Must be located in Malaysia.
• Fluent in spoken English, Mandarin, and Cantonese.

Responsibilities

• Provide exceptional support to entrepreneurs and SMEs.
• Troubleshoot issues related to business incorporation and accounting.
• Guide clients through Sleek’s digital platforms.

Skills

Trilingual support (English, Mandarin, Cantonese)

Customer service skills

Technical proficiency with digital tools

Problem-solving skills

Education

Bachelor's Degree in any field

Tools

Zendesk

Aircall

Slack

Gmail

Job description

Through proprietary software and AI, along with a focus on customer delight, Sleek makes the back-office easy for micro SMEs.

We give Entrepreneurs time back to focus on what they love doing – growing their business and being with customers. With a surging number of Entrepreneurs globally, we are innovating in a highly lucrative space.

Corporate Secretary: Automating the company incorporation, secretarial, filing, Nominee Director, mailroom and immigration processes via custom online robots and SleekSign. We are the market leaders in Singapore with ~5% market share of all new business incorporations

Accounting & Bookkeeping: Redefining what it means to do Accounting, Bookkeeping, Tax and Payroll thanks to our proprietary SleekBooks ledger, AI tools and exceptional customer service

FinTech payments: Overcoming a key challenge for Entrepreneurs by offering digital banking services to new businesses

Sleek launched in 2017 and now has around 15,000 customers across our offices in Singapore, Hong Kong, Australia and the UK. We have around 500 staff with an intact startup mindset.

We have recently raised Series B financing off the back of >70% compound annual growth in Revenue over the last 5 years. Sleek has been recognised by The Financial Times, The Straits Times, Forbes and LinkedIn as one of the fastest growing companies in Asia.

Backed by world‑class investors, we are on track to be one of the few cash flow positive, tech‑enabled unicorns based out of Singapore.

Requirements

We are seeking a proactive Customer Support Executive to deliver exceptional, trilingual (English/Mandarin/Cantonese) remote support for our clients—entrepreneurs and SMEs navigating business incorporation, accounting, and compliance in Hong Kong. This role is pivotal in ensuring seamless onboarding, resolving inquiries with speed and empathy, and continuously improving client experiences through collaboration and problem‑solving. This is a fully remote role based in Malaysia.

Mission:

As the frontline voice of Sleek, you’ll leverage digital tools (Zendesk, Aircall, Slack) to provide efficient, accurate, and personalized support. Your ability to troubleshoot issues, guide clients through our platforms, and advocate for their needs will directly contribute to Sleek’s reputation as a trusted partner for business growth. If you thrive in a fast‑paced, remote environment and are passionate about empowering small businesses, we invite you to join our team.

Outcomes:

• Follow up with clients for feedback and submissions of documents.
• Resolve customer inquiries via email, live chat, and phone with a focus on speed and clarity.
• Guide clients through Sleek’s digital platforms (e.g., onboarding, document submissions).

Problem Solving:

• Troubleshoot issues related to business incorporation, accounting, and more, escalating to internal teams when needed.
• Work closely with Sales, Compliance, Corporate Secretary, Accounting and Tech teams to ensure seamless service.
• Identify recurring customer pain points and suggest improvements to workflows or help centre content.

Requirements:

To do this, you will have a minimum of 0‑2 years experience in customer support. Fresh graduates are welcome and you will most likely be located in Malaysia.

Must‑Haves:

• Education: Bachelor’s Degree in any field.
• Language Proficiency: Fluent in spoken English, Mandarin, and Cantonese (non‑negotiable).
• Experience: minimum 0‑2 years in customer support (experience in Fintech, SaaS, or professional services preferred).
• Tech‑Savvy: Experienced in navigating digital tools like Zendesk, Aircall, Slack, and Gmail.
• Remote‑Ready: Self‑motivated with a dedicated, quiet workspace and stable internet connection.

Nice‑to‑Haves:

• Basic knowledge of Hong Kong business regulations (e.g., taxes, company filings).
• Experience in a fast‑paced startup/scale‑up environment.

Problem Solving: You’ll need to be able to think on your feet as this role requires you to identify, diagnose, and resolve production issues quickly, reducing downtime. You will leverage your strong infrastructure and development skills in post‑incident reviews to find the underlying cause of failures and prevent future incidents.

Attention to detail: You’ll be managing multiple, complex workstreams from numerous stakeholders. It will be important for you to keep track of everything and notice when information is missing or inconsistent.

Excellent listener and clear communicator: We have a variety of nationalities and for many people, English isn’t their first language. For you to excel, you’ll need to be present in your calls and make sure you properly receive and thoughtfully send messages to others in the business.

Analytical Mindset: You have a keen eye for detail and a methodical approach to dissecting problems. You excel at analysing complex systems and processes to identify weaknesses and inefficiencies, and your ability to evaluate multiple scenarios enables you to devise the best testing strategies. You apply data‑driven decisions to enhance testing coverage and performance metrics, ensuring the highest standards of software quality.

Collaboration‑Driven: You thrive in a cross‑functional team environment, working closely with developers, product managers, and operations teams to ensure alignment on requirements and testing goals. You communicate effectively, advocate for quality throughout the development process, and proactively address potential issues before they arise, fostering a culture of shared responsibility for delivering exceptional software.

AI‑ready and curious: Sleekbooks already utilises AI capabilities, but there are many more applications to be found and incorporated. We want the candidate to be able to identify additional AI‑led applications and be able to ascertain the practicalities of those solutions.

The interview process

The successful candidate will participate in the below interview stages. We anticipate the process to last no more than 3 weeks from start to finish. Whether the interviews are held over video call or in person will depend on your location and the role.

Case study

A ~60 minute chat with the Hiring Manager, where they will give you some real‑life challenges that this role faces, and will ask for your approach to solving them.

A ~60 minute chat with the Hiring Manager. They’ll discuss your last 1‑2 roles to understand your experience in more detail.

Behavioural fit assessment

A ~60 minute chat with a member of the HR or leadership team, where they will dive into some of your recent work situations to understand how you think and work.

Offer + reference interviews

We’ll make a non‑binding offer verbally or over email, followed by a couple of short phone or video calls with references that you provide to us.