About the role
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.
