Customer Support Specialist (6-month contract)

Role Overview

As a Customer Support Specialist, you will provide direct customer and merchant support across voice and non-voice channels, including telephone, email, and Facebook Messenger. You will focus on resolving inquiries efficiently, assisting businesses with payment acceptance services, and ensuring a seamless, high-quality support experience.

Why We Need You

At our core, we are dedicated to simplifying the digital payment experience and removing financial complexities for our merchants and their users. Providing outstanding service across every touchpoint is essential to making digital finance seamless and reliable.
We need you to serve as a key pillar of our support operations. In this role, you will interact directly with our users across phone, email, and Facebook Messenger to resolve inquiries, troubleshoot technical issues, and guide merchants through their payment acceptance journey. By handling inquiries efficiently, maintaining high SLA standards, and collaborating with our operations and technical teams, you will ensure our customers achieve their business goals while building trust in our platform

What You Will Be Doing

• Multichannel Support: Deliver timely and effective assistance by managing incoming/outgoing telephone calls, answering email support inquiries, and handling customer messages via Facebook Messenger.
• Ticket Management & Analysis: Clarify customer needs, categorize and prioritize incoming tickets, and maintain accurate records with essential details required for tracking and problem analysis.
• Cross-Functional Escalation: Coordinate with Technical Service, Product, and Operations teams to investigate root causes, resolve complex technical issues, and assist with merchant onboarding processes.
• SLA & Quality Adherence: Ensure all incoming requests and resolutions strictly meet established Service Level Agreements (SLAs) across phone, email, and social messaging channels.
• Customer Voice & Testing: Participate in Early Access Programs, User Acceptance Testing (UAT), and release reviews to represent the customer experience and identify potential issues early.
• Knowledge & Process Improvement: Summarize ticket learnings to build internal knowledge base resources, assist with status reporting, and contribute practical ideas for continuous service improvement.

You

• Customer-first mindset with a strong commitment to delivering an excellent payment experience
• Fluent in Thai and English, both written and spoken
• Strong ability to translate technical or financial concepts into simple, easy-to-understand language for non-technical audiences
• A team player who can collaborate effectively across different teams and functions
• Self-motivated and proactive, with the ability to develop knowledge and skills through independent learning
• Willing to go above and beyond to help customers and stakeholders succeed and make Omise’s payment solutions an essential part of their business
• Practical experience in payment services, online services, or e-commerce is an advantage
• Willing to work rotational shifts, including day/night shifts and weekends