Job Description
At Razorpay Curlec, we are redefining the future of digital payments in Malaysia. We are looking for a passionate Associate Customer Success professional to be the bridge between our innovative platform and our growing merchant base in Kuala Lumpur.
In this role, you will drive seamless onboarding experiences for new merchants, ensuring they feel confident and supported from day one. You will provide responsive, highâquality support, handling inquiries, troubleshooting issues, and delivering solutions that exceed merchant expectations. By monitoring usage patterns and gathering feedback, you will identify opportunities to refine processes and enhance the overall merchant journey.
Your responsibilities will include leveraging CRM tools and internal dashboards to manage cases efficiently, advocating for merchant needs within the organization, and collaborating with product and engineering teams to prioritize feature improvements. You will also create educational content, conduct training sessions, and organize webinars to empower merchants to maximize the value of our platform.
Beyond dayâtoâday support, you will track key performance indicators such as activation rates, case resolution times, and net promoter scores, using dataâdriven insights to propose actionable improvements. Your proactive approach and genuine desire to see merchants thrive will be crucial in fostering longâterm relationships and driving product adoption.
Join us at Razorpay Curlec and be part of a dynamic team that is shaping the future of fintech in Southeast Asia. If you are ready to make an impact, weâd love to hear from you.
Responsibilities
- Lead the endâtoâend onboarding process for new merchants, ensuring timely activation and successful integration.
- Provide responsive, multiâchannel support (email, chat, phone) to resolve merchant inquiries and technical issues.
- Utilize CRM and support ticketing systems to manage case lifecycle, track resolution times, and maintain accurate records.
- Advocate for merchant needs internally, liaising with product, engineering, and sales teams to drive feature enhancements.
- Analyze merchant data and usage trends to identify churn risks and opportunities for upselling or crossâselling.
- Develop and deliver training materials, webinars, and documentation to educate merchants on platform features and best practices.
- Monitor and report on key success metrics, translating insights into actionable process improvements.
Qualifications
- Bachelorâs degree in Business, Marketing, Information Technology, or a related field.
- 1â3 years of experience in customer success, account management, or client support, preferably in fintech or SaaS.
- Familiarity with CRM platforms (e.g., Salesforce, Zendesk) and support ticketing tools.
- Strong problemâsolving skills with the ability to manage multiple priorities in a fastâpaced environment.
- Excellent verbal and written communication skills in English; proficiency in Malay or other local languages is a plus.
- Dataâdriven mindset with experience analyzing metrics and generating actionable recommendations.
- Demonstrated ability to work collaboratively across crossâfunctional teams.