Customer Support Executive – Payments

Leanis Solutions Sdn Bhd; Kuala Lumpur; On-site; MYR 39,000 - 61,000; Full time

Job summary

Leanis Solutions Sdn Bhd is seeking a Customer Support Executive to assist merchants, handle payment‑related enquiries and provide clear updates when issues occur.

This is a merchant‑facing role with Level 1 payment troubleshooting. You will work with Technical Support, Operations, Product and Engineering, but not resolve complex system issues alone.

Qualifications

• Diploma or bachelor’s degree in business, IT, finance, communications or related field.
• At least 1 year in customer support, merchant support, banking, fintech or e‑commerce.
• Strong written and spoken English and Bahasa Malaysia.
• Clear, professional and customer‑focused communication.
• Ability to remain calm with urgent, difficult merchants.

Responsibilities

• Respond to merchant enquiries via email, ticketing, chat and/or phone.
• Own cases from initial response through resolution and closure.
• Ask questions, collect information and explain next steps clearly.
• Provide accurate updates to merchants during investigations.
• Maintain professional, customer‑focused communication.
• Collaborate with teams to escalate when needed and document outcomes.

Skills

Customer support

Communication

English

Bahasa Malaysia

Analytical thinking

Documentation

Multitasking

Education

Diploma or Bachelor’s degree

Tools

Zendesk

Freshdesk

Jira Service Management

Job description

Leanis Solutions Sdn Bhd is a Malaysian fintech software company developing payment infrastructure and digital-payment solutions through our LEAN.X platform.

We are looking for a Customer Support Executive to support our merchants, manage payment-related enquiries and provide clear updates when transaction or service issues occur.

This is a merchant-facing support role with Level 1 payment troubleshooting. You will work closely with Technical Support, Operations, Product and Engineering, but you will not be expected to resolve complex system issues alone.

What You Will Do:

• Respond to merchant enquiries through [email, ticketing system, chat and/or phone].
• Take ownership of assigned cases from initial response through resolution and closure.
• Ask the right questions, collect complete information and explain the next steps clearly.
• Provide accurate and timely updates to merchants during investigations.
• Handle difficult or time-sensitive conversations professionally.
• Maintain clear, respectful and customer-focused communication.

Payment Transaction Support

• Support enquiries involving FPX, DuitNow QR, e-wallets, payment links, payouts and other services offered by Leanis.
• Review transaction references, timestamps, status information and approved system records.
• Conduct Level 1 checks for failed, pending, delayed, duplicated or mismatched transactions.
• Identify whether a case requires support from Technical Support, Operations, Engineering, a bank or a payment partner.
• Escalate cases with complete transaction details, screenshots, troubleshooting results and a clear issue summary.
• Never make unauthorised changes to transaction, settlement or payout information.

Incident and Service Communication

• Support merchant communication during service disruptions, bank downtime and scheduled maintenance.
• Use approved incident messages and avoid communicating an unconfirmed root cause or recovery time.
• Monitor assigned alerts or dashboards and escalat unusual transaction patterns according to the SOP.
• Maintain accurate shift handovers for unresolved and high-priority cases.
• Follow up with internal teams and merchants until cases are properly resolved and documented.

Case Management and Reporting

• Record all interactions, evidence, actions and updates in the designated support system.
• Meet agreed response-time, update-frequency and resolution targets.
• Prepare daily updates on open cases, incidents, ageing tickets and merchant-impacting issues.
• Identify recurring enquiries and contribute to FAQs, standard responses and support guides.
• Suggest improvements to SOPs, escalation paths and merchant-support workflows.

Must-Have Requirements:

• Diploma or bachelor's degree in business, Information Technology, Finance, Communications or a related discipline.
• At least one year of experience in customer support, merchant support, banking, fintech, e-commerce or another service environment.
• Strong written and spoken English and Bahasa Malaysia.
• Clear, professional and customer-focused communication.
• Ability to remain calm when handling urgent, dissatisfied or demanding merchants.
• Good analytical ability and attention to transaction details.
• Ability to document issues accurately and follow escalation procedures.
• Comfortable learning payment terminology, transaction flows and support systems.
• Able to manage multiple cases and priorities without losing follow-up.
• Willing to work according to an agreed shift rotation, including weekends and public holidays.

Preferred Experience:

• Experience in fintech, banking, payment gateways, e-wallets or merchant support.
• Basic understanding of FPX, DuitNow QR, payouts, settlement or reconciliation.
• Experience using ticketing or customer-support tools such as Zendesk, Freshdesk, Jira Service Management or similar systems.
• Experience handling transaction enquiries or service incidents.
• Additional language capability relevant to Leanis's merchant base.

What You Will Gain

• Practical exposure to Malaysia's fintech and payment ecosystem.
• Experience supporting live merchant and payment operations.
• Structured learning in transaction flows, incident handling and merchant communication.
• Collaboration with Technical Support, Operations, Product and Engineering.
• Opportunity to grow into senior customer support, technical support, operations or merchant-success roles.