Onboarding Specialist (Aftersales)

KPay Merchant Service Limited; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

KPay Merchant Service Limited in Kuala Lumpur is seeking an Onboarding Specialist to support live merchants after implementation, ensuring smooth usage and rapid issue resolution. You will be a main contact for post-go-live support, partnering with Product, Engineering, Operations and Sales to deliver strong customer experiences.

Your role includes guiding customers on advanced features, training, and maintaining clear records, with a focus on adoption and long-term value realization.

Qualifications

• Diploma or degree in Business, IT, CS or related disciplines.
• 2–4 years in customer/technical support or onboarding roles.
• Experience in SaaS, POS, payments or software support.
• Strong troubleshooting and problem-solving skills.
• Excellent communication to explain technical matters clearly.
• Customer-first mindset; handle complaints calmly and professionally.
• Ability to manage multiple issues in a fast-paced environment.
• Familiar with ticketing systems and CRM tools.
• Collaborates effectively with cross-functional teams.

Responsibilities

• Provide timely support to live merchants via ticketing, email or phone.
• Handle inquiries related to POS, backend settings and feature usage.
• Troubleshoot issues and coordinate with internal teams for resolution.
• Track bugs and system issues until closure.
• Manage SaaS accounts, user access and permissions as needed.
• Guide customers on advanced features and best practices.
• Create user guides and training materials.
• Monitor usage and identify ways to improve adoption and efficiency.
• Address complaints professionally and identify root causes.
• Share customer feedback with Product and Sales teams.
• Coordinate handover from onboarding to post-go-live support.
• Maintain accurate case records and contribute to knowledge sharing.

Skills

Communication

Troubleshooting

Customer focus

Multitasking

Clear explanations

Education

Diploma/degree in Business or IT/CS

Tools

Ticketing systems

CRM platforms

Job description

KPay Group (“KPay”) is one of the fastest-growing fintech companies in APAC, committed to empowering businesses of all sizes through simple, seamless, smart and secure technology solutions. Serving more than 95,000 merchants across Australia, Hong Kong, Japan, and Singapore, KPay helps unlock growth potential by building a one-stop platform for financial management, business operations, and digital transformation.

In 2024, KPay raised a record-breaking USD 55 million in its Series A funding round—the largest globally in the payments sector that year. KPay has been named "PayTech of the Year" at the Asia FinTech Awards and selected for the "Forbes Asia 100 to Watch" list in 2025; ranked among "Singapore's Top FinTech Companies 2026" by Tech in Asia and Statista, and recognised as one of CNBC and Statista's "World's Top Fintech Companies 2026".

Job Highlight

• Regional fintech company with strong growth across Asia-Pacific
• Support live merchants and drive long-term customer success
• Exposure to POS, SaaS, payments and cross-functional collaboration

About the Role

We are looking for a Onboarding Specialist to join our Onboarding Implementation Team. This role focuses on supporting existing live merchants after implementation ensuring they are able to use the system smoothly, resolve issues quickly, and continue to gain value from our solutions over the long term.

You will act as a key point of contact for post-go-live support, working closely with internal teams such as Product, Engineering, Operations and Sales to deliver a strong customer experience.

Key Responsibilities

• Provide timely support to live merchants via ticketing system, email or phone
• Handle enquiries related to POS systems, backend settings, feature usage and general system operations
• Investigate reported issues, perform initial troubleshooting and coordinate with internal technical teams for resolution
• Track and follow up on bugs, system issues and operational problems until closure
• Manage customer SaaS accounts, user access and permissions where required
• Provide guidance and training to customers on advanced features and best practices
• Prepare support materials such as user guides, training documents or tutorial content
• Monitor customer usage and identify opportunities to improve adoption and operational efficiency
• Handle customer complaints professionally, identify root causes and coordinate solutions internally
• Collect customer feedback and share insights with Product and Sales teams
• Work closely with the implementation team to ensure a smooth handover from onboarding to post-go-live support
• Maintain accurate case records and contribute to internal knowledge sharing and process improvement

Requirements

• Diploma or degree in Business, Information Technology, Computer Science or related disciplines
• 2 to 4 years of experience in customer support, technical support, implementation support, customer success or similar roles
• Experience in SaaS, POS, payments or software support environments is pref erredStrong troubleshooting and problem-solving skills
• Good communication skills, with the ability to explain technical matters clearly to customers
• Strong customer service mindset with the ability to handle complaints calmly and professionally
• Able to manage multiple issues in a fast-paced environment
• Familiarity with ticketing systems, CRM platforms or support tools is an advantage
• Able to work effectively with cross-functional teams

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