Customer Support Specialist

Team: Customer Support Location: Remote (work from anywhere) · Must have significant overlap with Singapore business hours (SGT / UTC+8) Type: Full-time ABOUT HITPAY HitPay is the all-in-one payments and financial operations platform for SMBs across Southeast Asia — online checkout, in-store, invoicing, payouts, and more, in one place. We're YC-backed and growing fast, and we run an AI-native support team: we expect everyone to use the best tools available to move fast and resolve issues properly. WHY WE'RE BUILDING HITPAY HitPay was co-founded by Aditya and Nitin, who kept seeing the same thing: small businesses across Southeast Asia were treated as an afterthought by the payments industry — stuck with enterprise tools they couldn't use, fees they couldn't afford, and a different provider for every payment method. We started HitPay to give every SMB in the region one platform to get paid and run its money operations, priced for a small business rather than a corporation. Today we serve thousands of merchants across Singapore, Malaysia, and the Philippines — and we're just getting started. ABOUT THE ROLE This is a fully remote role — work from anywhere, as long as your hours overlap meaningfully with Singapore time (SGT / UTC+8) so you're online when our merchants and team are. You'll support thousands of SMBs across Singapore, Malaysia, and the Philippines, acting as the primary point of contact for everything from checkout setup to API integration queries and payout reconciliation. You'll answer questions quickly, dig into problems until you find the real cause, and turn what you learn into better products and processes. You'll use AI tools every single day. This role is for someone who takes ownership, communicates clearly, and actually enjoys getting to the bottom of a technical problem. WHAT YOU'LL DO \- Handle and resolve customer inquiries across all support channels \- Investigate issues thoroughly and deliver accurate, timely resolutions \- Work with product and engineering to unblock customers fast \- Escalate bugs, technical issues, and feature requests with clear, well-documented context \- Spot recurring issues and proactively push product/process improvements \- Keep support records clean and conversations tagged consistently \- Continuously deepen your product knowledge and use AI to raise the bar on support speed and quality WHAT SUCCESS LOOKS LIKE \- By day 30: you've onboarded on the product, our support stack, and our AI workflows, and you're independently resolving common merchant tickets — checkout setup, payment-method questions, and basic payout queries. \- By day 60: you're handling complex tickets end-to-end — payout reconciliation and API/integration troubleshooting — with minimal help, and you've started flagging recurring issues to product. \- By day 90: you own a support area, you're a go-to for technical merchant queries, and you've shipped at least one improvement to our AI-support workflows or processes. YOU SHOULD BE \- Responsive and accountable — you communicate proactively and follow up fast \- An owner — you take responsibility, flag blockers early, and always close the loop \- Curious and technically capable — you like learning how things work and are comfortable with payment gateway integrations, APIs, and troubleshooting \- Fluent in payments basics — you understand payment processing, payouts, and reconciliation \- AI-forward — you use AI tools to work faster and automate the boring parts \- A strong, empathetic communicator — clear with customers and external partners \- Coachable — you welcome feedback and keep getting better NICE TO HAVE \- Experience in fintech, payments, or SaaS support \- Hands-on with modern support tooling and AI-assisted workflows