Customer Support Executive (Full Remote, Fluent in English is required)

About the Role

As a Customer Support Executive, you will be responsible for monitoring customer-facing support channels, acknowledging and responding to enquiries promptly, and following each request through to resolution. You will use internal tools to understand customer issues, troubleshoot common account and product problems, and escalate cases that require specialist or lead support. This is a hands-on role for someone who enjoys helping people, learning digital products, and taking ownership of the customer experience.

Key Responsibilities

• Monitor and manage customer enquiries

• Diagnose customer and account issues using internal support tools

• Resolve common support issues such as account, billing, and access issues

• Escalate and collaborate effectively

• Maintain accurate and compliant support records

Job Requirements

• Strong spoken and written English

• Diploma or Bachelor’s degree in a related field (Communication, Business, Information Systems, or similar)

• Experience in customer support or SaaS/fintech support is an advantage. Fresh graduates are welcome

• Patient, empathetic, customer-first, able to explain solutions simply

• Able to monitor multiple channels, prioritise urgent cases, and follow up accurately

• Strong attention to detail and sound judgement with account, billing, and privacy matters

• Able to follow procedures, work within access permissions, and escalate responsibly

• Good problem-solving skills and comfortable working with Product, Engineering, Finance, and Support Leads.

• Quick to learn digital products, fintech concepts, and support tools

Nice to Have

• Experience with a ticketing system, CRM, or helpdesk

• Familiarity with account troubleshooting, subscriptions, or payment issues

• Experience writing FAQs, help articles, or response templates

• Interest in financial markets, investing, or AI products