Leanis Solutions Hiring! Full Time Customer Support Executive – Payments in Federal Territory - Ricebowl

Leanis Solutions Sdn Bhd is a Malaysian fintech software company developing payment infrastructure and digital-payment solutions through our LEAN.X platform.

We are looking for a Customer Support Executive to support our merchants, manage payment-related enquiries and provide clear updates when transaction or service issues occur.

This is a merchant-facing support role with Level 1 payment troubleshooting. You will work closely with Technical Support, Operations, Product and Engineering, but you will not be expected to resolve complex system issues alone.

What You Will Do:

Merchant Support

• Respond to merchant enquiries through [email, ticketing system, chat and/or phone].
• Take ownership of assigned cases from initial response through resolution and closure.
• Ask the right questions, collect complete information and explain the next steps clearly.
• Provide accurate and timely updates to merchants during investigations.
• Handle difficult or time-sensitive conversations professionally.
• Maintain clear, respectful and customer-focused communication.

Payment Transaction Support

• Support enquiries involving FPX, DuitNow QR, e-wallets, payment links, payouts and other services offered by Leanis.
• Review transaction references, timestamps, status information and approved system records.
• Conduct Level 1 checks for failed, pending, delayed, duplicated or mismatched transactions.
• Identify whether a case requires support from Technical Support, Operations, Engineering, a bank or a payment partner.
• Escalate cases with complete transaction details, screenshots, troubleshooting results and a clear issue summary.
• Never make unauthorised changes to transaction, settlement or payout information.

Incident and Service Communication

• Support merchant communication during service disruptions, bank downtime and scheduled maintenance.
• Use approved incident messages and avoid communicating an unconfirmed root cause or recovery time.
• Monitor assigned alerts or dashboards and escalate unusual transaction patterns according to the SOP.
• Maintain accurate shift handovers for unresolved and high-priority cases.
• Follow up with internal teams and merchants until cases are properly resolved and documented.

Case Management and Reporting

• Record all interactions, evidence, actions and updates in the designated support system.
• Meet agreed response-time, update-frequency and resolution targets.
• Prepare daily updates on open cases, incidents, ageing tickets and merchant-impacting issues.
• Identify recurring enquiries and contribute to FAQs, standard responses and support guides.
• Suggest improvements to SOPs, escalation paths and merchant-support workflows.

Must-Have Requirements:

• Diploma or bachelor’s degree in business, Information Technology, Finance, Communications or a related discipline.
• At least one year of experience in customer support, merchant support, banking, fintech, e-commerce or another service environment.
• Strong written and spoken English and Bahasa Malaysia.
• Clear, professional and customer-focused communication.
• Ability to remain calm when handling urgent, dissatisfied or demanding merchants.
• Good analytical ability and attention to transaction details.
• Ability to document issues accurately and follow escalation procedures.
• Comfortable learning payment terminology, transaction flows and support systems.
• Able to manage multiple cases and priorities without losing follow-up.
• Willing to work according to an agreed shift rotation, including weekends and public holidays.

Preferred Experience:

• Experience in fintech, banking, payment gateways, e-wallets or merchant support.
• Basic understanding of FPX, DuitNow QR, payouts, settlement or reconciliation.
• Experience using ticketing or customer-support tools such as Zendesk, Freshdesk, Jira Service Management or similar systems.
• Experience handling transaction enquiries or service incidents.
• Additional language capability relevant to Leanis’s merchant base.

What You Will Gain

• Practical exposure to Malaysia’s fintech and payment ecosystem.
• Experience supporting live merchant and payment operations.
• Structured learning in transaction flows, incident handling and merchant communication.
• Collaboration with Technical Support, Operations, Product and Engineering.
• Opportunity to grow into senior customer support, technical support, operations or merchant-success roles.

Benefits:

• Medical and insurance coverage.
• Replacement-rest arrangement.
• Overtime including public holiday
• Self-improvement allowance