Photon Dance Technology (Malaysia) Hiring! Full Time Customer Operations Specialist in WP Kuala Lumpur - Ricebowl

About PhotonPay

PhotonPay is a leading global fintech platform founded in Hong Kong, dedicated to helping modern businesses grow beyond borders through seamless financial infrastructure and cross-border payment solutions.

Since 2015, we have been empowering global businesses with an integrated platform that supports international payments, multi-currency fund management, global collections, and operational efficiency across multiple markets.

Today, PhotonPay serves customers across Asia-Pacific, Europe, and North America, supporting a wide range of businesses including global e-commerce sellers, digital services, and fast-growing enterprises. As we continue expanding in Southeast Asia, we are looking for talented individuals who thrive in fast-paced environments and are passionate about delivering exceptional customer experiences.

About the Role

As a Customer Operations Specialist, you will play a critical role in ensuring a smooth and reliable experience for our global customers. Beyond handling inquiries, this role requires strong ownership, problem-solving ability, and the initiative to drive issues toward resolution in a fast-moving fintech environment.

You will work closely with cross-functional teams to investigate cases, identify root causes, and improve customer experience through proactive communication and operational excellence.

This role is ideal for individuals who are naturally curious, solutions-oriented, and motivated to continuously learn and improve — people who take initiative rather than simply following instructions.

Key Responsibilities

Deliver professional and timely support to customers through multiple communication channels, including chat and email, ensuring issues are followed through to resolution.

Investigate customer issues thoroughly by gathering relevant information, identifying root causes, and coordinating with internal stakeholders when needed.

Guide customers with clear, confident, and solution-oriented communication, especially in complex or time-sensitive situations.

Monitor recurring issues and actively contribute ideas to improve workflows, customer experience, and operational efficiency.

Maintain high standards of service quality while balancing accuracy, responsiveness, and sound judgment in daily operations.

What We’re Looking For

Bachelor’s degree or equivalent practical experience.

Minimum 3 years of experience in customer experience, customer operations, fintech, e-commerce, banking, or related industries. Fresh graduates with strong learning agility and communication skills are also encouraged to apply.

Professional proficiency in both English and Mandarin, enabling effective communication with Mandarin-speaking clients.

Strong sense of ownership and accountability in handling customer issues from start to finish.

Self-driven, proactive, and resourceful mindset with the ability to work independently in a fast-paced environment.

Strong critical thinking and problem-solving skills, with the ability to assess situations beyond standard procedures.

Excellent interpersonal and communication skills, with confidence in managing customer interactions professionally and effectively.

Detail-oriented, adaptable, and comfortable navigating ambiguity and evolving business processes.

Prior experience in fintech, payments, cross-border e-commerce, or international business operations is a strong advantage.

Working Arrangement

This role operates on a rotating shift schedule to support customers across different markets and time zones, including weekends and public holidays where required. Shift details will be shared during the interview process.

Why Join PhotonPay

Join a rapidly growing global fintech company with expanding international presence.

Gain valuable exposure to the fast-evolving cross-border payments and financial technology industry.

Work in a collaborative, high-performing, and multicultural environment that values initiative and continuous improvement.

Enjoy meaningful career growth opportunities within a scaling regional business.

Competitive salary package, shift allowances, and performance-based incentives.

Medical benefits, annual leave entitlement, and employee engagement programs.

A dynamic team culture that encourages ownership, learning, and professional development.