This is a fully remote position open to candidates based anywhere in Malaysia.
About FishyHub
FishyHub is an e-commerce marketplace built for the aquarium community. We connect fishkeepers with aquarium merchants, products, livestock, and services, making it easier for hobbyists to discover, shop, and engage with the aquarium ecosystem online.
We are looking for a Customer Service & Operations Lead to take ownership of day-to-day customer experience and marketplace operations.
This is a hands-on role covering customer service, merchant management, and product operations. You will be responsible for ensuring that customers and merchants receive timely support, orders are followed through properly, and marketplace listings and operations remain accurate and well managed.
This role is suitable for an early-career candidate who is highly responsible, resourceful, and comfortable taking ownership in a fast-moving startup environment.
Salary
MYR 1,500 to 2,500 per month
Experience
0–2 years
Fresh graduates with strong ownership, communication skills, and relevant internship or project experience are welcome to apply.
What You Will Be Doing
Customer Service
* Take ownership of day-to-day customer service operations across WhatsApp, email, and other support channels.
* Ensure customer enquiries and issues are responded to promptly and professionally.
* Handle enquiries relating to orders, payments, deliveries, product information, cancellations, refunds, and marketplace services.
* Resolve customer complaints and more complex cases where appropriate.
* Coordinate with merchants and internal team members to resolve fulfilment and service issues.
* Monitor recurring customer issues and recommend improvements to FishyHub’s processes and platform.
* Maintain a high standard of customer experience across the marketplace.
* Track customer service issues, response times, and outstanding cases to ensure proper follow-up.
Merchant Management
* Serve as a key point of contact for FishyHub merchants and sellers.
* Build and maintain positive working relationships with existing merchants.
* Support new merchant onboarding, account setup, product uploads, and marketplace processes.
* Communicate with merchants regarding orders, product availability, fulfilment, promotions, and operational issues.
* Follow up proactively on delayed, cancelled, failed, or problematic orders.
* Monitor merchant responsiveness, fulfilment quality, and customer service standards.
* Work with merchants to improve the accuracy and quality of their product listings.
* Identify merchant operational issues and recommend improvements.
Product & Marketplace Operations
* Take ownership of the quality and accuracy of marketplace product listings.
* Ensure product information, pricing, inventory, images, categories, and descriptions are accurate and up to date.
* Upload, edit, organize, and maintain products on the FishyHub platform.
* Monitor marketplace orders and ensure operational issues are followed through to resolution.
* Maintain operational trackers and reports using Excel or Google Sheets.
* Identify inefficiencies in daily operations and suggest ways to improve or automate processes.
* Test new website features and provide feedback from both customer and merchant perspectives.
* Support the rollout of new marketplace features and operational processes.
* Work directly with the founding team on marketplace, product, and operational initiatives.
Team & Operational Ownership
* Coordinate day-to-day customer service workload and ensure important cases are followed up.
* Help maintain clear operating procedures for customer service and marketplace operations.
* Escalate critical customer, merchant, or fulfilment issues when necessary.
* Identify operational gaps and propose practical solutions rather than waiting for instructions.
* Support the training and onboarding of future customer service or operations team members as the team grows.
* Take ownership of assigned projects and ensure they are completed accurately and on time.
Who We Are Looking For
* 0–2 years of working experience.
* Fresh graduates with strong internship, startup, e-commerce, customer service, or operations experience are encouraged to apply.
* Diploma or Bachelor’s degree in any discipline.
* Strong written and verbal communication skills.
* Comfortable communicating directly with both customers and business merchants.
* Strong sense of ownership and responsibility.
* Able to work independently and make sensible day-to-day decisions.
* Customer-focused, patient, and able to handle difficult situations professionally.
* Organized and detail-oriented, with the ability to manage multiple tasks and follow up consistently.
* Comfortable using Excel or Google Sheets.
* Comfortable learning new digital tools, platforms, and operational systems.
* Experience with customer service, e-commerce, marketplace operations, retail, or the aquarium hobby is an advantage but not required.
Working Arrangement
* Full-time (5 days a week), remote working arrangement
* This role operates on a shift-based schedule to ensure sufficient customer and merchant support coverage.
* Working hours will include day and evening shifts.
* Candidates must be comfortable working according to a rotating shift schedule.
* Shifts may include weekends and public holidays when required.
* Candidates must be comfortable working independently and communicating regularly with the team online.
How to Apply
Please apply through this job posting with your resume.