Customer Support Executive - Hong Kong Clients (Malaysia-Based Remote)

About this role

Through proprietary software and AI, along with a focus on customer delight, Sleek makes the back-office easy for micro SMEs.

We give Entrepreneurs time back to focus on what they love doing - growing their business and being with customers. With a surging number of Entrepreneurs globally, we are innovating in a highly lucrative space.

We operate 3 business segments:

• Corporate Secretary: Automating the company incorporation, secretarial, filing, Nominee Director, mailroom and immigration processes via custom online robots and SleekSign. We are the market leaders in Singapore with ~5% market share of all new business incorporations

• Accounting & Bookkeeping: Redefining what it means to do Accounting, Bookkeeping, Tax and Payroll thanks to our proprietary SleekBooks ledger, AI tools and exceptional customer service

• FinTech payments: Overcoming a key challenge for Entrepreneurs by offering digital banking services to new businesses

Sleek launched in 2017 and now has around 15,000 customers across our offices in Singapore, Hong Kong, Australia and the UK. We have around 600 staff with an intact startup mindset.

We have recently raised Series B financing off the back of >70% compound annual growth in Revenue over the last 5 years. Sleek has been recognised by The Financial Times, The Straits Times, Forbes and LinkedIn as one of the fastest growing companies in Asia.

Backed by world-class investors, we are on track to be one of the few cash flow positive, tech-enabled unicorns based out of Asia Pacific.
Requirements
We are looking for a Customer Support Executive - HK Clients (Malaysia-Based Remote | Cantonese/Mandarin Speaker) / 客戶服務主管 - 香港客戶（馬來西亞遠程工作 | 廣東話/普通話）that is excited about the mission and outcome below.

This is a 100% remote role. We welcome applications from qualified candidates located anywhere in Malaysia (including but not limited to Kuala Lumpur, Selangor, Penang, Johor, Perak, Sarawak, Sabah, Kedah, Malacca, etc.).
Mission of the Role:
We are seeking a proactive Customer Support Executive to deliver exceptional, trilingual (English/Mandarin/Cantonese) remote support for our clients—entrepreneurs and SMEs navigating business incorporation, accounting, and compliance in Hong Kong. This role is pivotal in ensuring seamless onboarding, resolving inquiries with speed and empathy, and continuously improving client experiences through collaboration and problem-solving.
As the frontline voice of Sleek, you’ll leverage digital tools (Zendesk, Aircall, Slack) to provide efficient, accurate, and personalized support. Your ability to troubleshoot issues, guide clients through our platforms, and advocate for their needs will directly contribute to Sleek’s reputation as a trusted partner for business growth. If you thrive in a fast-paced, remote environment and are passionate about empowering small businesses, we invite you to join our team.

Outcomes:
Multichannel Support:

• Follow up with clients for feedback and submissions of documents.

• Resolve customer inquiries via email, live chat, and phone with a focus on speed and clarity.

• Guide clients through Sleek’s digital platforms (e.g., onboarding, document submissions).

Problem Solving:

• Troubleshoot issues related to business incorporation, accounting, and more, escalating to internal teams when needed.

Collaboration:

• Work closely with Sales, Compliance, Corporate Secretary, Accounting and Tech teams to ensure seamless service.

Continuous Improvement:

• Identify recurring customer pain points and suggest improvements to workflows or help center content.

Requirements:
To do this, you will have a minimum of 2 years experience in in customer support. Fresh graduates are welcome and you will most likely be located in Malaysia.

Must-Haves:

• Education: Bachelor's Degree in any field.

• Language Proficiency: Fluent in spoken English and Cantonese.

• Experience: minimum 2 years in customer support (experience in SaaS, or professional services preferred).

• Tech-Savvy: Experienced in navigating digital tools like Zendesk, Aircall, Slack, and Gmail.

• Must be based in Malaysia (100% Fully Remote). Must have a suitable home workspace located within Malaysia with a reliable high-speed internet connection..

• Must possess the legal right to work in Malaysia. We are unable to provide employment pass sponsorship for this role.

Nice-to-Haves:

• Mandarin will be a great plus.

• Hong Kong market exposure.

Important Notes:
Recruitment interviews will be conducted primarily in English, with a short section conducted in Cantonese to evaluate language proficiency.
This is a full- time position requiring a commitment of 40 hours per week. The core working hours for this role are Monday to Friday 9:00 AM to 6:00 PM (HK time/ Malaysia time).

Nice-to-Haves:

• Basic knowledge of Hong Kong business regulations (e.g., taxes, company filings).

• Experience in a fast-paced startup/scale-up environment.

Behavioural fit is also important at Sleek, and we will be looking for candidates that have a proven track record of embodying the below attributes in their recent roles:

Ownership: This shows reliability and helps build trust within the team. We move fast and need to know that everyone will see things through to completion and proactively help to get things back on track when challenges arise. Accountability is really important to us.

Humility: There is so much we don’t know. Humility allows for open-mindedness to feedback and a willingness to learn from others. It paves the way for collaboration and creates a positive work environment. It is a key ingredient of self awareness and emotional intelligence.

Structured Thinking: Our business is complex with many layers (many services, many countries, many cultures). Regardless of whether you’re more analytical or creative in nature, being able to show sound judgement is important to us. It ensures solutions are pragmatic and balance the needs of the organisation, team and…