Customer Support Specialist

Employment Type: 1-Year Contract (Potential to Convert to Full-Time Based on Performance & Business Needs)

About HitPay:
HitPay is a fast-growing full-stack payments infrastructure platform designed to empower small and medium-sized businesses (SMBs) across APAC. Headquartered in Singapore, we provide seamless online, in-person, and B2B payment solutions, enabling businesses to scale efficiently. Backed by leading global investors, including Y Combinator and Tiger Global, HitPay is licensed in multiple APAC jurisdictions and continues to drive innovation in real-time payments and local payment methods.

We are looking for a Customer Support Specialist to provide shift work for Southeast Asia (SEA) hours. This is a 1-year contract role with the potential to convert to full-time based on performance and culture fit.

Key Responsibilities:

• Provide real-time customer support via live chat, email, and occasional phone calls to assist merchants with payment processing, integrations, and troubleshooting.

• Shift work that covers a 7 day period, ensuring seamless support coverage during SEA hours.

• You should be comfortable investigating customer issues using internal dashboards, payment logs, webhook events, API errors, and basic browser or network troubleshooting. You do not need to know how to code, but you should be technically curious, able to understand how payment flows work, and capable of escalating issues to engineering with clear context, evidence, and reproduction steps.

• Educate customers on HitPay’s features, payment methods, and troubleshooting steps to enhance their experience.

• Collaborate with internal teams (Operations, Product, and Compliance) to resolve customer queries efficiently.

• Identify recurring customer issues and suggest improvements to internal processes and support documentation.

What We’re Looking For:

• 1-3 years of experience in customer support, preferably in a fintech, payments, or e-commerce company.

• Strong understanding of payments, payment gateways, or local payment methods in APAC (PayNow, DuitNow, QRIS, GCash, etc.) is highly preferred.

• Exceptional written and verbal communication skills in English (additional SEA languages are a plus).

• Ability to work independently and manage multiple customer interactions efficiently.

• A customer-first mindset with a problem-solving attitude.

• Comfortable working in a fast-paced startup environment where adaptability is key.

• Tech-savvy with experience using customer support tools (e.g., Zendesk, Intercom, Plain) and willingness to learn new platforms.

What We Offer:

• 1-Year Contract with the potential for full-time conversion based on performance and business needs.

• Competitive salary based on experience.

• A chance to be part of a high-growth fintech startup revolutionising payments in APAC.

• Career growth opportunities within a fast-scaling company.

• Work with a collaborative and diverse global team that values innovation and efficiency.

Interview Process

1. Case Study
2. Interview with the Payment Operations Team Lead & HR
3. Interview with our CTO