Job Description

About Us | ????

Channelwill is a fast-growing SaaS company dedicated to helping eCommerce merchants deliver exceptional post-purchase and retention experiences. With over 100,000 merchants served globally and a strong footprint in the Shopify ecosystem, we provide solutions that span order tracking, shipping protection, returns, reviews, and loyalty.

Here, we value openness, collaboration, and a growth mindset.
We are looking for a

bilingual

and

customer-oriented professional

to join our team as

Customer Support POC

, leading our overseas support operations and ensuring excellent service quality.

www.channelwill.com

Key Responsibilities | ????

Live Chat & Email Ticket Handling

??????????????????????????????????????????

Overseas Support Team Management

?? 4-5 ???????????????????????????????????

Team Training & Development

????????????FAQ ?????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????

Qualifications | ????

Negative Feedback Management User Feedback & Product Improvement Loop Key Account Maintenance

Basic Requirements | ????

1 Candidates must have legal authorization to work in Malaysia at the time of hire. ????????????????

2 Bachelor's degree or above in Marketing or related field. ????????????????????

3 Minimum 3 years of bilingual experience in Customer Support or Customer Success, including leading a small team. 3??????????/?????????????/????

Core Competencies | ????

1 Bilingual Communication | ????????:

Able to handle overseas clients independently, with strong cross-cultural communication and presentation skills. Capable of hosting product demos and training in English.

?????????????????????????????????????????

2 Data Analysis | ??????:

Able to analyze business data (e.g., ticket categories, negative feedback causes, inquiry trends) and provide actionable insights to improve product and service performance.

??????????????????????????????????????????????

3 Product Mindset | ????:

Strong product sense, able to understand both customer needs and product logic to identify opportunities for improvement.

????????????????????????????????????????

4 Self-driven & Adaptive | ???????:

Highly motivated, adaptable in fast-paced environments, and proactive in improving workflows and driving team performance.

??????????????????????????????????????

Preferred Qualifications | ???

Experience with cross-border SaaS products or eCommerce technology. ??? SaaS ?????????????

Why Join Us | ???????

? Join a fast-growing global SaaS company with 100K+ merchants worldwide.
? Work in a dynamic, international, and collaborative team environment.
? Gain exposure to global eCommerce ecosystems (Shopify, Yotpo, etc.).
? Opportunities for rapid career growth and leadership development.

???????????????????????

Benefits

We offer full statutory benefits (EPF, SOCSO, EIS, paid leaves, and public holidays) with a supportive and flexible work culture.

Job Types: Full-time, Permanent

Pay: RM4,000.00 - RM6,500.00 per month

Education:

Bachelor's (Required)
Experience:

Customer service: 3 years (Preferred)
Language:

both Chinese and English fluently (Required)
Work Location: Remote