SaaS Onboarding & Customer Success Specialist

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 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.