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

About the 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 Sleek Sign. 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 Sleek Books 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 500 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 that is excited about the below Mission and Outcome. Mission: 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, Mandarin will be a great advantage Experience: minimum 2 years in customer support (experience in Fintech, SaaS, or professional services preferred). Tech-Savvy: Experienced in navigating digital tools like Zendesk, Aircall, Slack, and Gmail. Remote-Ready: Self-motivated with a dedicated, quiet workspace and stable internet connection. 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 customers. Data driven: We are a data rich business with ~15,000 small customers. Each decision we make can impact many more people than we realise - so it’s critical that we use sound data to support our strategies and review the success of our initiatives. Can have tough conversations in a positive way: It’s not a matter of if, but when difficult interpersonal situations arise. Disagreement, conflict and disappointment are a given in a fast moving business where people care about their work. People that proactively have tough conversations with kindness build empathy, trust and great working relationships. Tech + services savvy : We are a tech-enabled services business, automating traditional, manual processes and delighting customers while doing so. You will thrive as someone who understands and is excited by the challenges and opportunities of utilising software to scale a business. Problem Solving : You’ll need to be able to think on your feet as this role requires you to identify, diagnose, and resolve production issues quickly, reducing downtime. You will leverage your strong infrastructure and development skills in post-incident reviews to find the underlying cause of failures and prevent future incidents. Attention to detail: You’ll be managing multiple, complex workstreams from numerous stakeholders. It will be important for you to keep track of everything and notice when information is missing or inconsistent. Excellent listener and clear communicator: We have a variety of nationalities and for many people, English isn’t their first language. For you to excel, you’ll need to be present in your calls and make sure you properly receive and thoughtfully send messages to others in the business. Analytical Mindset: You have a keen eye for detail and a methodical approach to dissecting problems. You excel at analysing complex systems and processes to identify weaknesses and inefficiencies, and your ability to evaluate multiple scenarios enables you to devise the best testing strategies. You apply data-driven decisions to enhance testing coverage and performance metrics, ensuring the highest standards of software quality. Collaboration-Driven: You thrive in a cross-functional team environment, working closely with developers, product managers, and operations teams to ensure alignment on requirements and testing goals. You communicate effectively, advocate for quality throughout the development process, and proactively address potential issues before they arise, fostering a culture of shared responsibility for delivering exceptional software. AI-ready and curious : Sleek books already utilises AI capabilities, but there are many more applications to be found and incorporated. We want the candidate to be able to identify additional AI-led applications and be able to ascertain the practicalities of those solutions The interview process The successful candidate will participate in the below interview stages. We anticipate the process to last no more than 3 weeks from start to finish. Whether the interviews are held over video call or in person will depend on your location and the role. Self Video / TA Interview A ~30 minute chat with the Talent Acquisition . They’ll discuss your last 1-2 roles to understand your experience in more detail. Case study A ~60 minute chat with the Hiring Manager, where they will give you some real-life challenges that this role faces, and will ask for your approach to solving them. Soft-skills assessment A ~60 minute chat with a member of the HR or leadership team, where they will dive into some of your recent work situations to understand how you think and work. Offer + reference interviews We’ll make a non-binding offer verbally or over email, followed by a couple of short phone or video calls with references that you provide to us. +++++ Requirement for background screening Please be aware that Sleek is a regulated entity and as such is required to perform different levels of background checks on staff depending on their role. This may include using external vendors to verify the below: - Your education - Any criminal history - Any political exposure - Any bankruptcy or adverse credit history We will ask for your consent before conducting these checks. Depending on your role at Sleek , an adverse result on one of these checks may prohibit you from passing probation. By submitting a job application, you confirm that you have read and agree to our Data Privacy Statement for Candidates, found at sleek.com. Benefits Some other great things about working at Sleek … Humility and kindness: Humility is a core attribute we hire for, which means we have a culture of not taking ourselves too seriously and being able to laugh. Kindness is also incredibly important. We are committed to creating and nurturing a diverse and inclusive environment. Flexibility : You’ll be able to work from home. If you need to start early or start late to cat