Customer Support Specialist

LittleLives; Kuala Lumpur; Remote; MYR 40,000 - 60,000; Full time

Job summary

A leading EduTech company in Kuala Lumpur is seeking a Customer Support Specialist to enhance user satisfaction. You will provide empathetic support via various channels and collaborate with teams to resolve issues. Ideal candidates have 2+ years in customer support, preferably in SaaS, and strong communication skills. Enjoy a dynamic startup culture with growth opportunities and a flexible work environment.

Benefits

Competitive salary with performance-based bonuses

Remote-friendly work environment

Meaningful work supporting educators

Dynamic startup culture

Collaborative work environment

Qualifications

• 2+ years of experience in customer support, preferably in SaaS, tech, or education.
• Proficiency in Mandarin or Malay (spoken and written) is a plus.
• Comfortable working remotely and across time zones.

Responsibilities

• Provide responsive, empathetic, and clear support to users via live chat, email, and calls.
• Maintain accurate records of customer interactions and feedback.
• Support onboarding of new users with product walkthroughs and training.

Skills

Customer-first mindset

Strong communication skills

Organizational skills

Problem-solving skills

Familiarity with helpdesk tools

Tools

Freshdesk

Job description

We are a fast-growing SaaS company in the EduTech space, operating mainly in Singapore, Malaysia, Vietnam, and Indonesia. With almost 2000 schools as customers, our mission is to revolutionize education through technology and provide innovative solutions for our customers.

About the Role

We are seeking a Customer Support Specialist to join our dynamic team. You will play a crucial role as the voice of LittleLives, ensuring a smooth, timely, and helpful customer experience across our platforms and services.

Key Responsibilities

• Provide responsive, empathetic, and clear support to users via live chat, email, and calls

• Handle inquiries and issues related to our platform, work with internal teams to resolve

• Maintain accurate records of customer interactions and feedback

• Create and improve support documentation (FAQs, guides, help articles)

• Support onboarding of new users with product walkthroughs and training

• Collaborate with product and technical teams to report issues and suggest improvements

• Meet service level targets (e.g. response time, resolution time, satisfaction ratings)

Requirements

• 2+ years of experience in customer support, preferably in SaaS, tech, or education
• Strong communication skills and a customer-first mindset
• Comfortable working remotely and across time zones
• Proficiency in Mandarin or Malay (spoken and written) is a plus
• Familiarity with helpdesk tools (e.g., Freshdesk) is a plus
• Strong organizational and problem-solving skills
• Able to work independently and as part of a diverse, multicultural team

What We Offer

• Competitive salary with performance-based bonuses
• Remote-friendly, flexible work environment
• Meaningful work supporting educators and children across Asia
• Dynamic, fast-paced startup culture with room for growth
• Collaborative, innovative and supportive work environment