Customer Support Specialist

LittleLives; Kuala Lumpur; Remote; MYR 100,000 - 150,000; Full time

Job summary

A fast-growing EduTech company is seeking a Customer Support Specialist to provide exceptional support across platforms. Ideal candidates have 2+ years experience in customer support, preferably within SaaS or tech. The role offers a competitive salary and a flexible, remote-friendly work environment within a dynamic and fast-paced culture.

Benefits

Competitive salary

Performance-based bonuses

Flexible work environment

Dynamic startup culture

Qualifications

• 2+ years of experience in customer support, preferably in SaaS, tech, or education.
• Strong communication skills and a customer-first mindset.
• Familiar with helpdesk tools.

Responsibilities

• Provide responsive, empathetic, and clear support to users via live chat, email, and calls.
• Handle inquiries and issues related to our platform.
• Collaborate with product and technical teams to report issues.

Skills

Customer support experience

Communication skills

Problem-solving skills

Organizational skills

Ability to work independently

Tools

Freshdesk

Job description

Overview

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.

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 Chinese 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