Customer Support Specialist | 6-month contract

At Omise, we believe the digitalization of the economy has opened up the world and offers endless opportunities to grow and make meaningful connections with one another. Omise connects people, businesses and society in innovative ways to provide fair and open access to a growing economic ecosystem under its vision of enabling access to the digital economy for everyone. We are on a mission to make digital finance seamless and borderless for people and businesses. Our solutions are used by thousands of companies worldwide. We are obsessed with solving financial coordination problems and developing new business models and technology that enable businesses to grow. We focus on addressing financial complexities and chokepoints by offering seamless and borderless solutions for our customers because we want them to focus on their core business and value proposition. As a value-driven organization, we are dedicated to selecting and retaining the sharpest minds across all functions. Help us make digital finance seamless and borderless for people and businesses. Role Overview As a Customer Support Specialist, you will provide direct customer and merchant support across voice and non-voice channels, including telephone, email, and Facebook Messenger. You will focus on resolving inquiries efficiently, assisting businesses with payment acceptance services, and ensuring a seamless, high-quality support experience. Why We Need You At our core, we are dedicated to simplifying the digital payment experience and removing financial complexities for our merchants and their users. Providing outstanding service across every touchpoint is essential to making digital finance seamless and reliable. We need you to serve as a key pillar of our support operations. In this role, you will interact directly with our users across phone, email, and Facebook Messenger to resolve inquiries, troubleshoot technical issues, and guide merchants through their payment acceptance journey. By handling inquiries efficiently, maintaining high SLA standards, and collaborating with our operations and technical teams, you will ensure our customers achieve their business goals while building trust in our platform What You Will Be Doing Multichannel Support: Deliver timely and effective assistance by managing incoming/outgoing telephone calls, answering email support inquiries, and handling customer messages via Facebook Messenger. Ticket Management & Analysis: Clarify customer needs, categorize and prioritize incoming tickets, and maintain accurate records with essential details required for tracking and problem analysis. Cross-Functional Escalation: Coordinate with Technical Service, Product, and Operations teams to investigate root causes, resolve complex technical issues, and assist with merchant onboarding processes. SLA & Quality Adherence: Ensure all incoming requests and resolutions strictly meet established Service Level Agreements (SLAs) across phone, email, and social messaging channels. Customer Voice & Testing: Participate in Early Access Programs, User Acceptance Testing (UAT), and release reviews to represent the customer experience and identify potential issues early. Knowledge & Process Improvement: Summarize ticket learnings to build internal knowledge base resources, assist with status reporting, and contribute practical ideas for continuous service improvement. You Customer-first mindset with a strong commitment to delivering an excellent payment experience Fluent in Thai and English , both written and spoken Strong ability to translate technical or financial concepts into simple, easy-to-understand language for non-technical audiences A team player who can collaborate effectively across different teams and functions Self-motivated and proactive , with the ability to develop knowledge and skills through independent learning Willing to go above and beyond to help customers and stakeholders succeed and make Omise’s payment solutions an essential part of their business Practical experience in payment services, online services, or e-commerce is an advantage Willing to work rotational shifts, including day/night shifts and weekends What we believe We cultivate teamwork and a trust-based working culture We celebrate diversity and continuous improvement Giving our employees the opportunities and create their own success About Omise Founded in 2013, currently 180 people Operational headquarters in Bangkok, with offices in Japan, Singapore, and Indonesia Raised over $45M of funding, from institutional investors including 31 Ventures, Golden Gate Ventures, Global Brain, Ascend Venture Group, East Ventures, Krungsri Finnovate, and more Won Digital Startup of the Year at Digital Thailand Big Bang 2017 Won 3 rewards from International Business Magazine Award 2020 Most Innovative Electronic Payment Platform for Singapore Most Innovative Seamless Transactions Provider for Singapore Best Payment Solutions Provider in Singapore Life at Omise If achieving the goal is captivating and you would like to see how you can pursue your goal as a part of the company's goal, then Omise could be the place for your next step. At Omise, we empower people to embrace project-ownership and take initiative. Our fellow Omisians are encouraged to discuss and share their ideas, and are equipped with a thinking process and given the freedom to explore all areas of their work, in order to achieve the expected results. We love to see Omisians naturally act as the owner of the outcome and confidently provide solutions to each question with the strong collaboration of teamwork. People at Omise are from different backgrounds but all work to help create an inclusive environment. As a company, we embrace diversity and work effectively together through open discussions, learning mindset, professionalism, and respect. “Growing with us” means to celebrate the challenges and always look for opportunities to learn, develop your skills, and achieve a step forward each day. If this is the work environment you are looking for, then get in touch with us!