Customer Success Executive

OPPORTUNITY

Do you enjoy helping people, solving problems, and making someone's day a little easier? If you're passionate about delivering exceptional customer experiences and thrive in a fast-paced environment, we'd love to hear from you.

As a Customer Success Executive based out of Malaysia, you'll be at the heart of Helpling Singapore's customer journey - supporting customers from their first booking through to successful service delivery. As part of the Customer Success team, you'll resolve customer enquiries, coordinate with service providers, and ensure every interaction leaves a positive impression.

Whether you're onboarding a new customer, finding the right service provider, or turning an abandoned booking into a confirmed one, you'll play a key role in helping customers experience the best of Helpling.

ABOUT THE ROLE

As a Customer Success Executive, you'll manage customer enquiries across multiple channels, provide timely and empathetic support, and work closely with internal teams to ensure a seamless customer journey.

This role is ideal for someone who enjoys solving problems, communicating with people, and working in a dynamic environment where no two days are the same. You'll take ownership of your work, contribute ideas for continuous improvement, and play an important role in maintaining Helpling's high service standards.

KEY RESPONSIBILITIES

Customer Support

• Manage customer enquiries through chat, email and phone while meeting established service level agreements (SLAs).
• Deliver timely, accurate and personalised support throughout the customer journey.
• Resolve customer issues and escalate complex cases where appropriate.

Customer Success

• Guide new customers through the Helpling platform and ensure a smooth onboarding experience.
• Proactively follow up on abandoned or unmatched bookings to maximise conversion.
• Gather customer feedback and identify opportunities to improve the overall customer experience.
• Identify suitable opportunities to upsell and cross-sell Helpling's services.

Operations & Coordination

• Match customer requests with suitable service providers.
• Manage daily worklists and customer tickets efficiently while maintaining high quality standards.
• Collaborate closely with internal stakeholders to resolve operational issues and support business objectives.

Performance & Continuous Improvement

• Meet individual KPIs and service standards relating to response times, resolution times and customer satisfaction.
• Contribute ideas to improve operational processes and customer experience.
• Uphold Helpling's values and maintain a customer-first mindset in every interaction.

SUCCESS PROFILE

You'll thrive in this role if you genuinely enjoy helping people and take pride in delivering exceptional customer experiences. You're a proactive problem solver who stays calm under pressure, communicates confidently, and enjoys finding solutions that benefit both customers and the business.

You're adaptable, organised and comfortable working in a fast-paced environment where priorities can change quickly. Most importantly, you're someone who takes ownership of your work, embraces feedback, and is motivated to continuously improve.

REQUIREMENTS

• Relevant experience in customer service, customer support, operations, hospitality or other customer-facing roles is preferred. Fresh graduates with a strong customer service mindset are encouraged to apply.
• Strong problem-solving skills with the ability to think critically and make sound decisions.
• Highly organised with the ability to manage multiple priorities while maintaining attention to detail.
• Customer-focused, empathetic and confident communicating with a wide range of stakeholders.
• Comfortable working remotely in a fast-paced, target-driven environment.
• Excellent written and spoken English communication skills.
• Willing to work rotating shifts, including weekends and public holidays.

WHY JOIN HELPLING?

• Join a leading regional technology platform serving customers across Europe and Asia-Pacific.
• Work remotely from Malaysia with the flexibility of a home-based role, with access to our Kuala Lumpur office.
• Base salary of RM3,000 - RM3,200 with a monthly KPI bonus of up to RM500.
• Fast-track career progression for high performers, with opportunities to grow into senior and leadership roles.
• Be part of a collaborative, supportive team where your ideas are valued and your impact is visible.

ABOUT HELPLING

Helpling is the premier online platform for premium home services across Europe and Asia-Pacific. Founded as a German startup in 2014, we have grown to operate across seven strategic markets, connecting customers with trusted service professionals through a seamless digital booking and payment experience.

In Singapore, Helpling has established itself as the trusted choice for busy households, offering a wide range of home services including cleaning, gardening and other household solutions.

Our Customer Success team is based across the region, with many of our team members working remotely from Malaysia to support customers in Singapore. As we continue to grow, we're looking for passionate individuals who enjoy helping people and delivering exceptional customer experiences.

At Helpling, you'll be part of a collaborative, fast-paced team with a flat hierarchy, where ideas are welcomed, ownership is encouraged, and decisions are made quickly. We believe in empowering our people to take initiative, experiment with new ideas, and contribute meaningfully to the growth of the business.