Total 3,595 job vacancies in Overseas

About EPOS

Backed by Ant International (a global leader in digital payments, digitisation, and financial technology solutions), EPOS is a leading Point-of-Sale (POS) digital solutions provider.

Supporting Ant International's mission to empower SMEs, EPOS serves as the central hub of its global merchant payment services provider, Antom, delivering integrated O2O digital, payment, and banking solutions to SMEs worldwide—empowering Every Point Of Success in their business growth.

With a growing presence across Southeast Asia, we’re looking for passionate individuals to join our diverse and driven teams. Be part of our journey as we expand to create meaningful, impactful changes for businesses around the world.

We are looking for a Senior HRBP (Senior Manager / Associate director) with strong Organisational Development (OD) and Talent Development (TD) background.

This role will act as a due role of strategic partner to business leaders, while driving organisation design, talent capability building, and a high-performance culture to support business growth.

The ideal candidate is both strategic and hands-on, with strong business acumen and experience in scaling organisations, developing leaders, and driving people outcomes.

Key Responsibilities

1. Strategic HR Business Partnering

• Partner closely with senior leadership to align people strategy with business priorities
• Act as a trusted advisor on organisation, talent, and performance matters
• Translate business goals into actionable people strategies and execution plans

2. Organisational Development

• Lead organisation design, restructuring, and workforce planning aligned with growth strategy
• Drive organisational effectiveness, role clarity, and operating model optimisation
• Lead change management initiatives across transformation and scaling efforts

3. Talent Development & Leadership Capability

• Design and implement learning & development strategies to build critical capabilities
• Establish leadership development programmes and succession planning frameworks
• Drive onboarding, training, and career development pathways
• Identify capability gaps and implement targeted development initiatives

4. Organisation Culture (OC) & Engagement

• Define, drive, and embed company culture aligned with business strategy and core values
• Partner with leadership to build a high-performance, accountable, and transparent culture
• Lead employee engagement initiatives (e.g. surveys, pulse checks, action planning)
• Translate culture into observable behaviours, rituals, and management practices
• Address cultural gaps and drive alignment across teams and markets

5. Performance Management & Culture

• Drive performance management frameworks (OKRs, KPIs, appraisal cycles)
• Build a high-performance, accountable, and transparent culture
• Partner with leaders to improve team effectiveness and engagement
• Monitor and improve retention and talent outcomes

6. Leadership & Team Management

• Lead and develop HRBP and OD/TD capabilities within the HR team
• Set priorities, OKRs, and development plans for the team
• Build a strong, commercially driven and business-oriented HR function.

7.Cross-Functional Collaboration

• Work closely with COEs (TA, C&B) to deliver integrated HR solutions
• Ensure consistency and scalability across markets and business units

• Requirements
• Minimum 8 years of HR experience, with strong exposure in HRBP, OD, and/or Talent Development
• Proven experience partnering with senior stakeholders and leadership teams
• Experience in organisation design, performance management, and L&D frameworks
• Open to consider candidates from OD & TD consulting background
• Experience in fast-paced / scaling environments (tech preferred)
• Strong stakeholder management, communication, and influencing skills
• Strategic thinking with strong execution capability
• Hands-on, adaptable, and commercially driven

MerchantSpring is a SaaS analytics and reporting platform that helps agencies, investors, brands, and vendors track and optimize performance across more than 120 e-commerce and marketplace channels, including Amazon, Walmart, and Shopify. Working at the intersection of software, data, and commerce, the team builds tools that help customers make sense of complex performance signals and act on them with confidence.

We're seeking a Technical Support Engineer with strong analytical and problem-solving skills who enjoys digging through logs, queries, and APIs to understand exactly what is happening and why. In this role, you will handle a wide variety of tickets across from data discrepancies and marketplace integration issues to performance, UI, and reporting questions.

You will sit on the frontline of the platform, helping customers navigate technical issues while contributing to a more reliable and scalable product experience. This is a great opportunity for someone who enjoys deep investigation, diagnosing problems across the full stack, and partnering with our engineering team to drive root-cause fixes into long-term solutions.

• Investigate and resolve customer-reported issues across the platform: frontend, backend, APIs, marketplace integrations, and data pipelines.
• Reproduce reported problems in a controlled environment and identify root causes through application logs, database queries, and Browser DevTools.
• Experience owning support tickets end-to-end: reproducing issues, identifying root cause, resolving independently when possible, and escalating with clear documentation.
• Triage and prioritize incoming tickets based on customer impact, business value, and urgency.
• Act as the bridge to engineering: when escalation is required, hand off reproducible cases with clear context, business impact, and suggested next steps to minimise developer interrupt overhead.
• Collaborate with product, QA, and engineering to drive permanent fixes and reduce recurring issues.
• Maintain and improve internal runbooks, support playbooks, and customer-facing help-centre content.
• Write simple scripts and SQL queries to investigate data issues and automate repetitive support tasks.
• Spot patterns in support data and surface product improvement opportunities to the wider team.

Qualifications

• Bachelor’s Degree in Computer Science, Engineering, or a related field (or equivalent experience).
• 3 - 6 years of experience in a technical support, solutions engineering, or similar customer-facing technical role.
• Experience in Node.js, TypeScript, React, PostgreSQL, and MongoDB (or another database systems).
• Strong analytical and problem-solving skills with a natural instinct for root-cause investigation.
• Proficient in SQL and comfortable reading AWS CloudWatch logs to diagnose issues.
• Comfortable working with REST APIs (Postman/cURL) and Browser DevTools (Network and Console tabs).
• Excellent written and verbal communication to explain technical issues clearly to non-technical customers and to engineers.
• Ability to triage, prioritise, and stay calm under pressure across multiple concurrent tickets.
• Experience using Jira or a similar ticketing/support tool.
• Ability to leverage AI coding assistants to boost overall productivity like investigating issues and automating repetitive support tasks.

Nice to Have

• Experience supporting B2B SaaS, analytics, or other data-heavy products.
• Familiarity with e-commerce or marketplace platforms (e.g., Amazon, Shopify, WooCommerce) and concepts such as orders, products, and categories.
• Power user of AI tools like Claude, Cursor, or similar to accelerate investigation and documentation.

• Build our support function from the ground up: you won’t inherit a playbook, you’ll write it. Define the tooling, processes, SLAs, and standards that will guide the team as we scale.
• A clear path to own and grow the department. Start as the technical anchor for support, and grow into the leader who shapes hiring, structure, and strategy as the team expands with you.
• Create impact role at the intersection of product, customers, and engineering. Your work directly shapes product quality and the customer experience.
• Work with a modern tech stack and cloud-native architecture across a global, fast-moving team.
• Grow technically and professionally, own the customer experience end-to-end and have visible influence on the product roadmap.

Under the guidance of the Executive Housekeeper or any other authorized by the management, to be responsible for assigning and supervising the activities of the room attendants and linen porters to ensure clean, orderly, attractive and well-maintained assigned areas.

Responsibility

• Supervise the allocation of work assignments to Room Attendants to ensure maximum coverage. 
• Assign special duties to Room Attendants and House Porters on assigned floors.
• Check the computer system throughout the day for an update of room status. 
• Check and return an allocated number of guest rooms to the standard required by the Hotel. 
• Reports and log any maintenance defects found in the rooms and assigned areas.  Liaise with Maintenance and Reception regarding all out of order rooms. 
• Check on a daily basis the arrivals, departures and VIP lists.
• Assist in monitoring and controlling housekeeping procedures, including lost property, key control, security and emergency procedures, Health and Safety for employees and guests to ensure optimum guest satisfaction, sales maximization and profitability. 
• Handle guest requests, queries and complaints with immediate action and thorough follow up and refer when necessary.
• Carry out any projects and assignment as directed by Executive Housekeeper.

• Attend to and troubleshoot test equipment issues during equipment downtime and low-yield situations.
• Set up and configure test equipment for production runs, including handler conversions and load board changes.
• Perform PCB board debugging and repair when test hardware fails during testing.
• Maintain good housekeeping practices and comply with all company and departmental safety rules, regulations, and disciplinary standards.

As Client Service Executive, you will be an information resource expert, providing dedicated support to assigned clients across Malaysia. You will collaborate closely with operations and account teams, to help client users leverage on suite of products/services and make informed business decisions. Assignments range from data extracts and validation, brand performance analyses, software applications training, creating syndicated reports, to assisting in projects that drive process excellence. 

• Be the day-to-day contact of Retailers clients, who contact our Client Support Centre by phone or email. You will advise clients on RMS resources and tools, data standards and analyses, audit and calculation methodologies, and other information services. 

• Deliver analyses, charts and reports that are clear, concise and meaningful to clients. Engage effectively with multiple clients at a time, to ensure that deliverables meet/exceed expectations of timeliness and quality. 

• Conduct regular reviews with Client Service and Operations teams, to monitor service delivery KPIs involving response times, quality levels and workflow efficiency. Key contributor role in identifying process improvement opportunities. 

• Maintain timely communications with account teams and senior management, to keep stakeholders up-to-date on client requirements and call out any issues/ risks. Document records of client inquiries and resolutions, into activity logs and Knowledge Base file shares. 

• Organize content for Resource Library, to help clients keep ahead of Nielsen practices and policies, service enhancements, technology updates, macro market dynamics and retail trends. 

• Support senior management on developing Thought Leadership case studies. 

• Successful candidates can look forward to a comprehensive training program. 

• Lead and manage CSA construction activities
• Coordinate with design, engineering, procurement, and other construction disciplines to ensure seamless project execution.
• Review and validate CSA design documents, drawings, and specifications.
• Oversee site preparation, foundation, structural steel, concrete, architectural finishes, and cleanroom construction.
• Ensure compliance with local building codes, safety regulations, and environmental standards.
• Manage subcontractors and vendors, including scheduling, performance monitoring, and issue resolution.
• Conduct regular site inspections and quality audits.
• Track progress, manage change orders, and report on project status to stakeholders.
• Collaborate with internal teams and external consultants to resolve technical and construction challenges.
• Drive continuous improvement in construction methods, safety practices, and cost efficiency.

• Person will be responsible in system level design and development for PCBA Test operation.
• Person will be responsible in debugging any system level failure to determine is an electrical, mechanical or software fault
• Person will be responsible to update and upgrade the system to improve overall production capacity or quality in PCBA test operation.
• Person will be responsible for robotic operation in WD environment.

This position is part of our Early Career program at WD. Our Early Career program is designed to support individuals beginning their professional career by providing the foundational training through a structured onboarding, mentorship, and development curriculum.

Western Digital    
The next big thing in data is you!
As Equipment Maintenance Technician, you will be responsible for maintaining specific tools on a media manufacturing production line. The successful candidate will be able to work with minimal supervision, take initiative and collaborate effectively; they will demonstrate a willingness to learn, flexibility, creative problem solving, exemplary communication skills and an ability to think on their feet. Candidates must be flexible to work a 12 hour AWS Shift and overtime, as required by the team.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Lead daily sustaining activities for Sputter equipment to ensure high equipment uptime and optimal performance.
• Support Engineers to monitor and drive continuous improvement on key KPIs such as OEE, MTBF, MTTR, Unscheduled downtime and PM effectiveness.
• Support Tool Owner and Equipment Engineer for machine conversion/upgrade and improvement projects.
• Perform routine preventive maintenance per PM schedule. Conduct routine maintenance checks and services on all production equipment.
• Document routine preventive maintenance on PM checklists, record data if applicable and maintain completed checklist/history in tool maintenance system.
• Perform regular inspections and maintenance on production machine to ensure optimal performance. Diagnose and repair mechanical, electrical, and control system issues.
• Document routine preventive maintenance and unscheduled failures details on system database
• Provide inputs to Shift Coordinator or Equipment Engineer to improve PM cycle-time, tool availability, quality/workmanship, reduce media scrap and cost of ownership.
• Lead problem-solving sessions and provide technical guidance to junior technicians.
• Participate in spare parts review, critical spare strategy, and cost optimization initiatives.
• Ensure safety protocols and cleanroom discipline are strictly followed during maintenance activities.

As Sputter Process Technician, you will be responsible for executing process characterization activities, ensuring sputter process meets key performance parameters, and supporting production through process monitoring and adjustments. The successful candidate will be able to work with minimal supervision, take initiative and collaborate effectively; they will demonstrate a willingness to learn, flexibility, creative problem solving, exemplary communication skills and an ability to think on their feet. Candidates must be flexible to work a 12hour Shift Pattern and overtime, as required by the team.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Perform measurement on characterization / evaluations samples following the experiment plan prepared by Engineer. As well as production monitoring samples.
• Carry out trouble shooting on metrology tools.
• Data compilation using Excel or Power point for measurement samples.
• Monitor Machine alarms, take appropriate action based on guidelines & instructions provided
• Carry out periodic samples house keeping & other tasks assigned by Engineer.
• Support & cooperate with other department to solve assembly issue /MES (Manufacturing Execution System).
• Comply and support EHS policy. Participate company activities such as IMS, 6S, RBA, BCMS etc

ABOUT US

As Southeast Asia’s #1 integrated logistics provider, Teleport is all about making logistics fast, affordable and reliable. 

Our mission? To move things across Southeast Asia better than anyone else. We’re focused on making next-day delivery a reality for all.

#TeamTeleport is guided by our values: Move with urgency — because time is crucial; Aim to pioneer — constantly innovating to stay ahead; Do it with intent — delivering with purpose and precision; and Keep it real — maintaining authenticity and transparency in all we do.

Learn more about Teleport here: https://www.teleport.it/ 

A DAY IN A LIFE

As a start up, you can expect your days to be pretty varied. Multitasking is normal, and sometimes, your skills or natural talents will be leveraged to support other business priorities. That said, the bulk of your working hours should involve you having to:

• Insurance Programme Management: Partner with business teams to identify insurable risks and ensure appropriate insurance coverage is maintained. Review policies regularly to ensure they remain aligned with operational requirements across key business lines including Marine/Cargo, Logistics Liability, Property, Cyber, and Corporate Liability policies.
• Policy Administration & Renewals: Coordinate policy renewals, endorsements, declarations, and coverage updates. Lead commercial and technical negotiations alongside brokers during annual renewals to optimise premiums and coverage terms.
• Claims Management: Manage the end-to-end claims process, including incident reporting, documentation, insurer engagement, and settlement. Drive timely recoveries while coordinating with internal and external stakeholders.
• Risk Advisory & Business Partnering: Support teams in understanding insurance implications for new initiatives, projects, and operational changes. Provide practical guidance on risk mitigation and insurance requirements.
• Reporting & Continuous Improvement: Monitor claims trends, policy utilisation, and insurance-related costs to identify opportunities for improvement and support decision-making.
• Risk Management Support: Contribute to broader risk management initiatives, including risk assessments, awareness programmes, governance activities, and risk mitigation efforts.

• Insurance Experience: At least 4 years of experience in insurance management, claims handling, risk management, insurance broking, or a related field. Prior experience in logistics, aviation, supply chain, or e-commerce industries is highly preferred.
• Claims & Policy Knowledge: Strong understanding of insurance policies, claims processes, and stakeholder management across insurers, brokers, and internal teams.
• Business Partnering Skills: Able to work effectively across functions and communicate insurance concepts clearly to non-specialists.
• Analytical & Detail-Oriented: Comfortable reviewing policy documentation, analysing claims data, and identifying opportunities to improve risk outcomes.
• Systems & Data Savvy: Proficient in working with data to extract insights, track KPIs, and manage digital tools or risk platforms. Comfortable analysing claims data or trends using spreadsheets or systems to drive continuous improvement.
• Ownership Mindset: Proactive, organised, and able to manage multiple priorities independently in a fast-paced environment.
• Education: Bachelor’s Degree in Risk Management, Insurance, Business, Finance, Law, or a related discipline. Professional certifications are an advantage.

At Teleport, we’re all about creating a diverse and inclusive team where everyone feels valued. We believe that different perspectives make us stronger and help us do logistics better across Southeast Asia. We welcome people from all walks of life and celebrate what makes each of us unique. If you’re passionate about making a difference, we’d love to hear from you!

ABOUT US

As Southeast Asia’s #1 integrated logistics provider, Teleport is all about making logistics fast, affordable and reliable.

Our mission? To move things across Southeast Asia better than anyone else. We’re focused on making next-day delivery a reality for all.

#TeamTeleport is guided by our values:
Move with urgency — because time is crucial;
Aim to pioneer — constantly innovating to stay ahead;
Do it with intent — delivering with purpose and precision; and
Keep it real — maintaining authenticity and transparency in all we do.

Learn more about Teleport here: https://www.teleport.it/

A DAY IN A LIFE

At Teleport, we're building toward IPO — and that means doing the boring things well. Execution, discipline, and follow-through matter as much as big ideas.

Your day will be varied, often crossing functions, but most of your time will focus on enabling better business decisions through trusted data, scalable analytics solutions, and strong stakeholder partnerships. You'll own analytical initiatives end-to-end, balancing strategic thinking with hands-on execution while helping shape the future of analytics at Teleport.

How we work matters as much as what we achieve. Doing the basics right, every time, sets us up for success.

Most of your time will be spent driving impact through:

- Leading and mentoring a team of analysts, providing guidance on analytical approaches, data modelling, stakeholder engagement, and prioritization. You will help elevate the team's capabilities while fostering a culture of ownership, curiosity, and continuous improvement.

- Designing and maintaining scalable datasets, transformation pipelines, and business-ready data models. You will work closely with Data Engineering to ensure data is reliable, governed, and optimized for analytical consumption across the organization.

- Partnering with leaders across Operations, Commercial, Product, Finance, and Customer teams to understand business challenges, define success metrics, and translate complex questions into actionable insights that drive measurable outcomes.

- Moving beyond traditional reporting to develop data products that empower better decision-making. You will identify opportunities to leverage automation, embedded analytics, AI-powered insights, and modern analytical workflows to improve business performance and user experiences.

- Owning key business metrics, ensuring consistency across reporting, maintaining data quality standards, and driving adoption of self-service analytics capabilities. You will help establish trusted data foundations that support decision-making at every level of the organization.

- Helping shape Teleport's analytics roadmap by exploring emerging technologies, modern data tooling, and AI-enabled capabilities. You recognize that the future of analytics extends beyond dashboards into intelligent applications, agentic workflows, and decision-support systems built on trusted data.

REQUIRENTS:

These are minimum-requirement skills and a ‘must-have’ for the role:

5+ years of experience in Data Analytics, Analytics Engineering, Business Intelligence, or Data Product roles, with a proven track record of delivering high-impact analytical solutions that drive business decisions and operational outcomes.

Advanced SQL expertise and strong data transformation skills, with hands-on experience designing scalable data models, building reliable data pipelines, and working with modern cloud data platforms. Experience with BigQuery, Dataform, Dataplex, Looker, and GCP-based analytics ecosystems is highly preferred.

Demonstrated leadership and stakeholder management capability, including leading and mentoring analysts, translating ambiguous business problems into analytical frameworks, prioritizing requests across multiple stakeholders, and driving adoption of data products across the organization.

Strong understanding of modern analytics architecture, including data governance, semantic modeling, experimentation, KPI design, self-service analytics, and data quality best practices.

Forward-looking perspective on the evolution of analytics, recognizing that the future extends beyond dashboards into decision-support systems, embedded analytics, AI-powered workflows, agentic experiences, and business applications built on trusted data foundations.

Experience partnering closely with Data Engineering, Product, Operations, Commercial, and Leadership teams to define metrics, establish data standards, and deliver scalable analytical solutions that support company growth.


Work-Life at #TeamTeleport

Unlimited training -You will have access to a wide range of learning resources including Notion!

Ditch the Suit & Tie - Be comfortable as you are, express your inner Fashionista… as long as it's not a birthday suit!

Vacation and time away - Sometimes you need to recharge and come back energized! That’s why you will get 90% off flights to destinations within AirAsia's network, 10%-15% discounts on selected eateries at KLIA2.

Growth opportunities - We embrace and take on opportunities to learn and grow at Teleport as we reimagine the way we do things. Yes, we meet the challenge head on as a team, and we celebrate together with you when you succeed and reap the rewards when the hard work pays off!

ABOUT US

As Southeast Asia’s #1 integrated logistics provider, Teleport is all about making logistics fast, affordable and reliable. 

Our mission? To move things across Southeast Asia better than anyone else. We’re focused on making next-day delivery a reality for all.

#TeamTeleport is guided by our values: Move with urgency — because time is crucial; Aim to pioneer — constantly innovating to stay ahead; Do it with intent — delivering with purpose and precision; and Keep it real — maintaining authenticity and transparency in all we do.
Learn more about Teleport here: https://www.teleport.it/

***Applicants must be Malaysian citizens. Visa sponsorship is not provided, and candidates must have the legal right to work in Malaysia

A DAY IN A LIFE

At Teleport, we’re building toward IPO — and that means doing the boring things well. Execution, discipline, and follow-through matter as much as big ideas.

Your day will be varied, often crossing functions, but most of your time will focus on delivering results, owning your scope end-to-end, making fast, data-informed decisions, and following through on fundamentals like reporting, documentation, and processes.

How we work matters as much as what we achieve. Doing the basics right, every time, sets us up for success. 

Most of your time will be spent driving impact through:

Key Responsibilities

• To analyze data and internal operations flow to provide accurate commercial-related reports for internal and external use.
• Manage and ensure high quality of content, presentations, and communications issued to customers, including but not limited to SLA reports, Monthly Business Reviews (MBRs), business performance updates, and other commercial reports.
• To review internal systems and processes for the development of automation and reporting solutions to support daily operational and commercial analysis, including tracking and reporting for SLA performance, rejection records, re-planned MAWBs, and other key operational metrics.
• Analyze load factor performance and utilization trends to identify opportunities for capacity optimization and support commercial decision-making.
• Support route planning and commercial evaluation for new sectors and network expansion opportunities, including exports from JHB, PEN, and other stations.
• Develop, maintain, and enhance dashboards and reporting tools for monitoring and optimization of business performance, including but not limited to rejection rate, load factor, parcel profile, service performance  and other operational KPIs.
• Support the implementation and monitoring of sales excellence initiatives
• Develop and support project plans, timelines, and budgets to ensure successful execution of commercial and operational initiatives.
• Ensure that project outcomes meet quality standards and align with business objectives.
• Coordinate cross-functional stakeholders to support the execution of commercial, operational, and process improvement initiatives.
• Conduct project post-mortems and performance reviews to identify lessons learned, operational efficiencies, and opportunities for continuous improvement.
• Maintain data integrity, reporting accuracy, and governance standards across all commercial performance, reporting, and sales excellence activities.

These are minimum-requirement skills and a ‘must-have’ for the role: (If any, otherwise you can skip)

• Strong stakeholder management
• Critical thinking to move with intent and urgency
• Requirement gathering and understanding business needs
• Clear communication and articulation
• Commercial operational knowledge
• Customer focused mindset
• Excellent data analytics, excel expertise 

EXPERIENCE

• Project management experience - preferable to have worked in an commercial 
• Minimum 5+ years experience working in Commercial department
• Ideally experience in SEA region 
• Preferable but not essential operational/ logistics / E-commerce experience

At Teleport, we’re all about creating a diverse and inclusive team where everyone feels valued. We believe that different perspectives make us stronger and help us do logistics better across Southeast Asia. We welcome people from all walks of life and celebrate what makes each of us unique. If you’re passionate about making a difference, we’d love to hear from you!

Work-Life at #TeamTeleport

• Unlimited training -You will have access to a wide range of learning resources including Notion!
• Ditch the Suit & Tie - Be comfortable as you are, express your inner Fashionista… as long as it's not a birthday suit!
• Vacation and time away - Sometimes you need to recharge and come back energized! That’s why you will get 90% off flights to destinations within AirAsia's network, 10%-15% discounts on selected eateries at KLIA2.
• Growth opportunities - We embrace and take on opportunities to learn and grow at Teleport as we reimagine the way we do things. Yes, we meet the challenge head on as a team, and we celebrate together with you when you succeed and reap the rewards when the hard work pays off!

MerchantSpring is a SaaS analytics and reporting company that helps agencies, investors, brands, and vendors manage and scale their performance across a wide range of e-commerce and marketplace channels. We provide a single source of truth for marketplace reporting and help our clients drive growth through data, automation, insights, and expert client support.

As a Technical Support Specialist, you will serve as the bridge between Client Success and Engineering, owning the investigation and management of complex technical issues, data discrepancies, integrations, and platform-related concerns.

You will work closely with frontline Client Success Agents, Relationship Managers, Product, and Engineering teams to ensure issues are accurately diagnosed, properly documented, and efficiently resolved. This role is well suited to someone who enjoys diving deep into platform behavior, connecting technical details to business outcomes, and serving as a trusted point of escalation for advanced support needs.

This role is not a software engineering position but requires strong technical troubleshooting, analytical thinking, and problem-solving capabilities. Your success will be measured by your ability to improve escalation quality, reduce investigation times, increase first-time resolution accuracy, and improve the overall technical support experience for clients.

Responsibilities

Technical Investigations

• Investigate complex platform issues and client-reported discrepancies.
• Perform root-cause analysis across marketplace, platform, and data-related issues.
• Validate bugs before escalation and reproduce reported issues where possible.
• Identify recurring technical problems and patterns.

Escalation Management

• Act as the primary escalation point for advanced support issues.
• Improve the quality and completeness of Jira tickets submitted to Engineering.
• Ensure escalations include clear evidence, reproduction steps, and business impact.
• Track escalated issues through resolution.
• Communicate findings to clients and internal teams.

Technical Enablement

• Provide technical guidance to frontline Client Success Agents and improve internal technical knowledge in the team.
• Develop troubleshooting frameworks and investigation guides.
• Help reduce unnecessary engineering escalations

Cross-Functional Collaboration

• Work closely with Product and Engineering teams.
• Participate in bug triage and technical review discussions where required.
• Provide visibility into recurring technical pain points affecting clients.
• Assist with testing and validation of bug fixes when required.

Process Improvement

• Identify opportunities to improve technical support workflows.
• Contribute to internal technical documentation.
• Assist in creating proactive monitoring and investigation processes.
• Recommend improvements to support tooling and escalation frameworks.

Key Success Metrics

• Investigation Quality: 95%+ escalation acceptance rate by Engineering
• Team Enablement: Measurable reduction in frontline support time spent on technical investigations; creation and maintenance of technical troubleshooting resources.
• Client Experience: Improved technical support CSAT, reduced time-to-resolution for technical issues, improved communication quality throughout investigations

Qualifications

• 3+ years of experience in SaaS technical support, technical customer success, implementation support, or a similar technical client-facing role.
• Hands-on experience troubleshooting integrations, APIs, data issues, or other technical platform problems.
• Comfortable working with Intercom or similar ticketing systems.
• Ability to clearly communicate technical concepts to non-technical audiences.
• Strong written documentation skills for technical support work and great attention to detail.
• Experience within eCommerce, marketplaces, digital commerce, retail media, or SaaS environments
• Standard business hours aligned closely to Melbourne time zones with flexibility to support global client investigations where required.
• Participation in cross-functional meetings with Client Success, Product and Engineering teams.

Preferred Qualifications

• Working knowledge with Jira, SQL, API troubleshooting, data analytics or BI platforms.
• Experience with Amazon Seller Central, Vendor Central, Walmart, Shopify, or similar e-commerce platforms.
• Exposure to software development lifecycles.

Why Join MerchantSpring

•  Play a critical role in helping clients trust and succeed with the MerchantSpring platform.
• Support an international client base as a key contributor in our growing Client Success team.
• Develop your customer success, troubleshooting, platform expertise, and SaaS support skills while building a best-in-class client experience.
• Solve complex problems, influence product improvements, and help build a scalable technical support function.
• Be the voice clients trust. Your work directly shapes how brands, agencies, and sellers succeed on the marketplaces that power their business.
• Fully remote role with standard working hours aligned to your timezone, and flexibility to support global client needs where required.
• Receive regular training, knowledge-sharing, and be part of a team culture that values continuous improvement.

We’re looking for an AML Investigations Team Lead to join our team in KL. This role is a unique opportunity to have an impact on Wise’s mission by helping identify suspicious activity and through that keep Wise compliant. You personally can help us get closer to our mission of Money Without Borders! You will help us build a team in Kuala Lumpur and get to join a larger team distributed in 5 different offices around the world.

The AML Investigation Team Lead is a people lead with a mindset that allows them to lead and support team members and build effective operational processes. Our investigators' daily task is to analyse payment patterns and identify suspicious activity. Lead's responsibility is to make sure investigators have all the right tools to do that and we are doing it the most efficient way.

Duties and responsibilities:

• Have a strong ownership either over operational management and people leading or specific function within AML investigations domain

• Develop effective operational processes, task allocation, training and performance management to deliver regulatory obligations, risk management, quality assurance and great customer experience with a tightly managed cost base

• Developing and maintaining documentation of processes and projects within their area

• Measure and work towards improving team KPIs and meeting SLA-s

• Build, lead and develop AML operational team with a strong sense of community

• Work with other leads, product team and compliance teams to manage operational impact of changes and identify opportunities to improve the customer experience, increase automation or improve operational efficiencies

What you will do

• Promote key products of the company by detailing the features, advantages, benefits & unique selling points of company’s products
• Deliver sales targets and distribution objectives for assigned portfolio/channel
• Work closely with hospital stakeholders to list products into hospitals
• Report on sales and business performance for aligned portfolio/channel which includes providing updates on competitor activity
• Execute clear and effective call reports, and meet business KPIs as will be defined from time to time
• Actively build and maintain current and potential customer relationships
• Act as the first point of contact for aligned customers
• Provide feedback to managers regarding customers, markets and product performance/issues
• Actively participate in all business meetings and operating mechanisms
• Achieve and maintain good merchandising standards in assigned retail outlets
• Ensure compliance with approved pharmaceutical practices and maintaining company’s standards of performance
• Additional role as and when required and not limitation to the above.