Customer Support Specialist (Customer Success Team)

Zetpy; Ampang Jaya; On-site; MYR 36,000 - 60,000; Full time

Benefits offered by this job

Competitive Pay Package

Birthday holiday + birthday meal

Unlimited soft drinks & snacks

New Laptop Subsidy

RM500 Book purchase reimbursement

Medical & Dental Benefits

Health Insurance (Medical Card)

Job summary

Zetpy in Malaysia invites a Customer Support Specialist to join our dynamic Customer Success Team. You will assist customers as they grow their business using Zetpy, delivering thoughtful guidance and practical solutions.

The role emphasises multi-channel support (phone, email, chat), technical curiosity about our tools, and the ability to adapt in a fast-paced startup environment while maintaining a high standard of customer care.

Qualifications

• Minimum 2 years of customer service experience.
• Diploma or Bachelor’s degree - any major.
• Fluency in English, Bahasa Malaysia (or Mandarin).

Responsibilities

• Develop deep knowledge of the Zetpy software.
• Effectively resolve customers' issues through phone, email, and chat.
• Provide support & guidance to Zetpy’s customer base.
• Drive long-term customer adoption through onboarding.
• Diagnose software issues and engage with product/engineering teams.
• Communicate thoughtful, customized solutions to help customers grow their business.
• Collaborate with inside sales or account owners to identify upsell opportunities.
• Handle multiple customer issues in a fast-paced environment.
• Show resilience and adaptability as customer needs evolve.

Skills

Customer support

Problem solving

English

Bahasa Malaysia

Education

Diploma or Bachelor's degree

Tools

HTML

CSS

APIs

Marketplaces (Lazada, Shopee, TikTok Shop)

Shopping Carts (WooCommerce, Shopify, Magento)

Job description

Customer Support Specialist (Minimum 2 years experience)

As a Customer Support Specialist, you will provide a helping hand to our Customers who are growing their business with Zetpy.com

You will be part of our Customers Success Team, which quickly adapts to customer needs to deliver a human and consultative support experience through creative problem-solving and a thorough knowledge of how Zetpy works.

In this role, you will need to

• Develop deep knowledge of the Zetpy software
• Effectively resolve customers' issues through phone, email, and chat.
• Provide support & guidance to Zetpy’s customer base that use our suite of tools
• Drive long-term customer adoption through successful onboarding
• Diagnose software issues and engage with our product and engineering teams using established internal processes
• Communicate thoughtful, customized solutions that help customers move forward and grow their business
• Collaborate with inside sales team or account owners, to identify opportunities for existing customers to use more of our platform or remove roadblocks
• Handle multiple customer issues at the same time in a fast-paced environment
• Show composure, resilience, and flexibility as customer needs evolve and case volume changes.

We are looking for people who:

• Like to help peopleand solve problems
• Adapt quickly to changing priorities and customer needs
• Passionate about working with customers and finding solutions that make their goals possible
• Find creative problem solving fulfilling & challenging
• Comfortable with uncertainty & ambiguity
• Are self-motivated & eager to learn
• Have a clear, professional, and informative communication style
• Have strong sense of urgency and efficiency in completing work
• Enjoy the fast paced environment of tech
• Interested in building technical skills and learning about HTML, CSS, Marketplaces (Lazada, Shopee, TikTok Shop etc), Shopping Carts (Woocommerce, Shopify, Magento etc), APIs and more

Pluses:

• Have prior experience in software or technical support with a customer centric focus
• Proficiency across any of the following technical skills: content management, HTML, CSS, Marketplaces (Lazada, Shopee, TikTok Shop know how), Shopping Carts (Woocommerce, Shopify, Magento know how)

You will need to have:

• Minimum 2 years of customers service experience
• Male / Female of the Internet generation
• Diploma or Bachelor Degree - Any majoring
• Fluency in English, Bahasa Malaysia (or Mandarin)
• Self-driven, comfortable with a fast-paced, always-on, highly ambiguous start-up environment
• Ability to meet multiple objectives in an entrepreneurial environment with little supervision
• Have a positive outlook and a strong ability to take responsibility for their successes and failures

Staff Benefits:

• Competitive Pay Package
• Your Birthday is Your Holiday (who works on birthday?) + Birthday Meal Treat on Us!
• Unlimited soft drinks & snacks at labs
• New Laptop Subsidy
• RM500 Book purchase reimbursement
• Medical & Dental Benefits
• Health Insurance (Medical Card)
• A fantastic work hard/play hard and obsessed-over-customer culture