SUNRATE is a global payment and treasury management platform for businesses worldwide. Since its inception in 2016, SUNRATE has been recognised as a leading solution provider and has enabled companies to operate and scale both locally and globally in 190+ countries and regions with its cutting-edge proprietary platform, extensive global network, and robust APIs.

With its global business headquarters in Singapore and offices in Hong Kong, Jakarta, London, and Shanghai, SUNRATE partners with the top global financial institutions, such as Citibank, Standard Chartered, Barclays, J.P. Morgan and is the principal member of both Mastercard and Visa.

We are expanding our Customer Success Team in Malaysia. In this role, you will serve as the first point of contact for SUNRATE’s clients—managing inquiries, resolving issues, and ensuring a seamless experience throughout the customer lifecycle. You will be responsible for meeting service level agreements, identifying opportunities to upsell, and acting as a trusted advisor to clients, agents, and prospects.​

What you’ll be spending your time on:

• Handle customer queries via primary support channels (e.g., WhatsApp, email, CRM ticketing).
• Manage service cases from intake to resolution, ensuring timely and satisfactory outcomes.
• Support onboarding handovers from the Growth team and monitor early adoption indicators, such as inquiry trends and problem escalations.
• Collaborate with internal teams (Product, Market Leads, Compliance) to address client pain points.
• Maintain accurate CRM records and update case logs with resolution notes.
• Identify potential churn risks and work with the Team Lead on intervention plans.
• Educate clients on SUNRATE’s features and digital tools (e.g., portals, platform updates).

For this role you also have:

• Degree in a related field, or Diploma with relevant work experience.
• 1–3 years’ experience in client-facing support, ideally in fintech, payments (bank or non-bank), or SaaS.
• Excellent written and verbal communication skills in English; proficiency in other APAC languages (e.g., Vietnamese, Urdu, Bahasa Indonesia) is a plus.
• Strong customer empathy and a solution-oriented mindset.
• Ability to support multiple time zones across APAC and Europe.
• Experience with CRM tools (e.g., HubSpot, Salesforce, Zendesk) and Omnichannel platforms (e.g., Avaya, CISCO, Genesys) is preferred.
• Familiarity with digital platforms and B2B user behavior.