What Jobs are available for Regional Support in Hong Kong?

About the company

KPay Group (KPay) is a leading fintech company dedicated to empowering businesses of all sizes with simple, smart, seamless and secure technology solutions. Serving over 72,000 merchants across Australia, Hong Kong, Japan and Singapore, KPay is unleashing merchants' growth potential by building a one-stop platform for financial management, business operations and digital transformation. KPay secures a record USD55 million in 2024, marking the largest series A fundraise globally in the payments sector of the year.

This role will serve as a vital link between our Central team and Regional teams, focusing on designing and executing a seamless merchant onboarding process to enhance the overall merchant experience. The ideal candidate will have a strong background in project coordination, team building, and performance measurement.

Key Responsibilities

• Central and Regional Collaboration: Act as a bridge between the Central team and regional teams to ensure effective communication and alignment on onboarding strategies.
• Merchant Onboarding Process: Design and implement an efficient merchant onboarding process, aiming to deliver an exceptional onboarding experience. Continuously assess and refine the onboarding process based on feedback and performance metrics.
• Project Coordination: Collaborate with various teams to coordinate new and existing projects, ensuring alignment with overall business objectives.
• Point of Contact: Serve as the primary point of contact for the regional team when assistance or resources from the Central team are required.
• Team Development: Assist in the recruitment and development of the regional onboarding team, fostering a culture of excellence and continuous improvement.
• Merchant Onboarding Support Centers: Establish Merchant Onboarding Support Centers in strategic locations to facilitate business growth and enhance support for merchants.
• KPI Setup and Review: Develop and review Key Performance Indicators (KPIs) for different regional teams to measure success and drive performance improvements.

Requirements

• 6+ years of experience or knowledge in SaaS Product knowledge is strongly preferred. Familiarity with the merchant services industry or relevant domain knowledge is desirable.
• Effective time management and organizational skills. Experience in leading a remote team is a plus.
• Strong business acumen in understanding the merchant's business objectives and challenges
• A humble and easy-going individual who fosters positive and lasting relationships, excelling as both an individual contributor and a strong team player.
• Great interpersonal skills, fluent in Cantonese, Mandarin & English.

We offer attractive remuneration package and excellent career development to the right candidate. Interested parties please submit full resume with availability, current and expected salary to us.

Position
Objective

Regional IT Infrastructure Specialist is responsible for providing technical on-site support to the day-to-day operations including desktop and infrastructure. This role involves infrastructure activities in both BAU and project spaces. The scope includes all infrastructure used by regional office, such as networks, servers, databases, devices, user desktops / laptops, virtualization, phone system and email etc.

Job Highlights:

• Level 1-2 support in professional services firm
• Project implementation and deliverables
• Regional exposure with good remuneration package

Job Responsibilities

• Provide end-user support for day-to-day PC usage (both applications and infrastructure)
• Serve as a point of contact for internal users seeking technical assistance via the ticketing system regarding Infrastructure and Network-related issues
• Ensure operational and change processes, as well as architectural principles are strictly followed
• Plan, implement, and support IT projects
• Work closely with the Regional IT team in transitioning from projects to BAU (Business as Usual)
• Ensure all business applications and infrastructure are performing at an optimal level
• Communicate effectively with all stakeholders

Requirements

• Minimum of 3 years' experience in a technical support role
• Relevant tertiary qualifications (preferably in Information Technology)
• Strong problem-solving and root cause analysis skills
• Knowledge in Windows Desktops, Servers, Office 365, and Networking technologies
• Experience with regional IT support (China or SEA countries) is an advantage
• Must be comfortable working in a team-based environment as well as being able to work independently
• Demonstrates a focus on quality documentation and continuous improvement
• Demonstrates good interpersonal and communication skills, both written and verbal

How to apply

We offer a 5-day work week, competitive remuneration package and medical benefits. Interested parties please send your full resume and expected salary in MS Word format along with a covering letter to us.

Only candidates selected for interview will be contacted.

All personal data collected will be treated in strict confidence and will only be used for recruitment related purposes.

About Us

We are a dynamic and rapidly expanding IT company that develops and supports innovative enterprise technology solutions. We are looking for enthusiastic and technically capable Technical Customer Support Specialist to join our team. This role is key to providing 24/7 operational support for our users and internal teams. Join our company that values your contribution, encourages development, and promotes a healthy work-life balance.

Key Responsibilities:

Quickly respond to client inquiries and requests through instant messaging and online tools.

Log all issues accurately by creating and updating service tickets in our internal system.

Determine the priority of critical issues and promptly hand them over to the correct internal specialists for resolution.

Maintain a proactive and responsive attitude toward supporting our clients.

Use smart, detail-oriented problem-solving skills and show a strong willingness to learn new systems quickly.

Qualifications & Experience:

Proficiency in mainstream ticketing platforms (e.g., JIRA, ClickUp, or ServiceNow) is highly advantageous.

Exposure to mobile applications, web platforms, or CMS Systems  is a plus.

Previous experience in IT support or customer service is beneficial.

Bachelor's Degree in Computer Science, Information Technology, or a relevant field.

Applicants possessing practical IT experience are also encouraged to apply.

Fresh graduates are welcome.

Working Hours:

5-Day Work

Shift: MON-SUN

9:00-18:00 / 15:00-00:00 / 00:00-9:00

Work-from-home policy for weekends and night shift (00:00-9:00)

Benefits:

Five-days work

14 Days Annual Leave

Discretionary bonus

Paid Sick Leave

Group Medical Insurance

Free Snacks & Drinks

If this sounds like the perfect role for you, please send your full resume stating your availability, current and expected salary, contact details by clicking "APPLY NOW".

Reports to : Head of Customer Support (HKG)

This position is a leader of the Customer Support team of the Customer Care department. This critical team is accountable for driving customer advocacy through timely and responsible handling of customer feedback. He/she should be committed to continuous improvement and customer satisfaction and is therefore a catalyst for positive and customer centric change. He/she should have good relationships building skills and the ability to influence change. He/she is also responsible for the engagement and motivation of the team, develop and help them to ensure service quality standards are met and that productivity in the team is always improving.

Customer Support

• Planning and delivering Customer Relationship Management strategies across all customer touch point to maintain customer loyalty. Monitor performance and efficiency to ensure service and quality standards are met
• Overall management of the Customer Support operations in Hong Kong, Krakow, Mumbai, Guangzhou, and Taipei. Liaison with outport colleagues regarding all Customer Support matters

• Ensure processes and policies are compliant with regulatory standards for all complaints, non-complaints, and baggage cases. Ensure that the complaints and compensation systems, policies and procedures are fit for-purpose and working closely with other customer support managers on the same

• Provide detailed analysis of VIP cases from senior managers, legal and high-risk cases. Arrange swift handling to minimise damage to the brand and PR risks

Risk Management and compliance

• Support the identification of operational risks on an ongoing basis and assist develop action plans to mitigate the risks. Lead the team to develop and implement Customer Support risk management framework and procedures. Manage and support participation in all internal and external audit exercises on behalf of Customer Care Department (CCD) to ensure Customer Support operations is fully compliant with internal/ regulatory requirements. Ensure that CCD business continuity plan is regularly reviewed, updated and tested
• Participate in CX Non-Discrimination initiatives, disability in Air Travel (NBD) working group to ensure Customer Care Department is in full compliance of US DoT ruling in this respect. Review Complaint cases with cross departments to review and formulate service recovery

People Development and Performance Management

• Lead, coach, and mentor Customer Support assistant managers to enhance their skills and professional growth. Foster a culture of collaboration, motivation, and high performance to improve overall team engagement scores for the entire operational team. Conduct regular performance reviews and provide constructive feedback to the assistant managers

Additional Responsibilities

• Oversee the drafts and performance of Proactive Service Recovery team to enhance customer satisfaction
• Execute other ad hoc responsibilities as directed by the Head of Customer Support, ensuring alignment with organisational goals; including participate in ongoing projects and IATA and oneworld initiatives

E & A

• Emergency and Accident and Crisis Response responsibilities as required

Academic Qualifications

• Bachelor's degree in any discipline is a must

Knowledge, Skills, Training and Experience

• Strong written and communication skills
• A change catalyst and commit to continuous improvement
• Customer centric mind-set
• At least 8 years relevant experience in which 5-year experience in managerial role

Application Deadline: 17 November 2025

Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our Applicant Personal Information Collection Statement and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. We keep records of your data for no longer than is necessary for the purpose for which we obtained them and any other permitted linked purposes. If your application is unsuccessful, we will keep your details on file for as long as is necessary to process your application or for the purposes of further job opportunities if you agree to such longer periods.

Cathay Pacific

Customer Services

Customer Care Department

Permanent

Hong Kong SAR (China)

Application deadline: 17 Nov 2025

Reports to : Head of Customer Support (HKG)

This position is a leader of the Customer Support team of the Customer Care department. This critical team is accountable for driving customer advocacy through timely and responsible handling of customer feedback. He/she should be committed to continuous improvement and customer satisfaction and is therefore a catalyst for positive and customer centric change. He/she should have good relationships building skills and the ability to influence change. He/she is also responsible for the engagement and motivation of the team, develop and help them to ensure service quality standards are met and that productivity in the team is always improving.

Customer Support

• Planning and delivering Customer Relationship Management strategies across all customer touch point to maintain customer loyalty. Monitor performance and efficiency to ensure service and quality standards are met
• Overall management of the Customer Support operations in Hong Kong, Krakow, Mumbai, Guangzhou, and Taipei. Liaison with outport colleagues regarding all Customer Support matters

• Ensure processes and policies are compliant with regulatory standards for all complaints, non-complaints, and baggage cases. Ensure that the complaints and compensation systems, policies and procedures are fit for-purpose and working closely with other customer support managers on the same

• Provide detailed analysis of VIP cases from senior managers, legal and high-risk cases. Arrange swift handling to minimise damage to the brand and PR risks

Risk Management and compliance

• Support the identification of operational risks on an ongoing basis and assist develop action plans to mitigate the risks. Lead the team to develop and implement Customer Support risk management framework and procedures. Manage and support participation in all internal and external audit exercises on behalf of Customer Care Department (CCD) to ensure Customer Support operations is fully compliant with internal/ regulatory requirements. Ensure that CCD business continuity plan is regularly reviewed, updated and tested
• Participate in CX Non-Discrimination initiatives, disability in Air Travel (NBD) working group to ensure Customer Care Department is in full compliance of US DoT ruling in this respect. Review Complaint cases with cross departments to review and formulate service recovery

People Development and Performance Management

• Lead, coach, and mentor Customer Support assistant managers to enhance their skills and professional growth. Foster a culture of collaboration, motivation, and high performance to improve overall team engagement scores for the entire operational team. Conduct regular performance reviews and provide constructive feedback to the assistant managers

Additional Responsibilities

• Oversee the drafts and performance of Proactive Service Recovery team to enhance customer satisfaction
• Execute other ad hoc responsibilities as directed by the Head of Customer Support, ensuring alignment with organisational goals; including participate in ongoing projects and IATA and oneworld initiatives

E & A

• Emergency and Accident and Crisis Response responsibilities as required

Academic Qualifications

• Bachelor's degree in any discipline is a must

Knowledge, Skills, Training and Experience

• Strong written and communication skills
• A change catalyst and commit to continuous improvement
• Customer centric mind-set
• At least 8 years relevant experience in which 5-year experience in managerial role

Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our Applicant Personal Information Collection Statement and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. We keep records of your data for no longer than is necessary for the purpose for which we obtained them and any other permitted linked purposes. If your application is unsuccessful, we will keep your details on file for as long as is necessary to process your application or for the purposes of further job opportunities if you agree to such longer periods.

Responsibilities

• Classify, assign, track, and respond to user feedback (e.g. content dislikes, reporting, safety complaints);
• Resolve user inquiries using standardized templates & contextual scripts, drafting compliant safety guidelines;
• Collaborate with Ops team to analyze feedback data, identify UX pain points, and drive AI model optimization;
• Document representative cases & solutions to build knowledge base for internal training;
• Support user consultations (e.g. account issues, product onboarding, usage flow);
• Establish end-to-end customer service workflow: Feedback → Triage → Resolution → Closure.

Requirements

• Bachelor's degree or above;
• Native Cantonese, fluent Putonghua & English (written & spoken);
• 3-5 years in customer service/operations, AI chat product experience preferred;
• Detail-oriented with ability to handle sensitive/emotional cases;
• Data literacy: Analyze operational metrics & user feedback trends;
• Passion for AI technology, keen interest in LLM/Chatbot safety & UX quality.

Review of applications will begin shortly and continue until the position is filled. We thank applicants for their interest but advise that only shortlisted candidates will be notified.

(Information provided by applicants will be used for recruitment and other employment-related purposes.)

About
Candex is a rapidly growing private global B2B fintech company on a mission to reshape the way businesses transact. Our tech-based solution makes purchasing fast and easy for enterprise buyers. Recognized in the ProcureTech 100 for Procurement Innovation, our SaaS Platform and accompanying services completely transform the buying experience for large companies around the globe. Buyers enjoy the simplicity of Candex for their purchases, vendors get paid faster, and procurement teams love the increased control they gain over purchases — Everyone wins

We serve companies in the Global 2,000 and our existing clients include some of the world's biggest corporations. We've raised over $85M from leading investors including Goldman Sachs, JP Morgan, American Express, Altos, Craft, and NFX. Available in almost 50 countries, Candex is expanding our already robust footprint and is looking for ambitious, fun people to join us on our mission to revolutionize the way businesses engage and pay their suppliers.

The Role
We are seeking a Customer Support Specialist who can resolve customer queries, recommend solutions and guide product users through features and functionalities. This position will assist Candex's internal and external customers with platform related questions via our ticketing system process and triage incoming tickets, develop and maintain a professional level of proficiency with Candex's specific systems and technologies. To be successful in this role, you should be an excellent communicator who's able to earn our clients trust, demonstrate excellent time management skills and be passionate about customer service and self-improvement. An ideal candidate should be a great brand ambassador who is willing to go the extra mile to ensure customer satisfaction.

Responsibilities

• Onboarding new users to the system, including user adoption
• Administration of pending orders and payments
• Reconciliation of all company orders to confirm the correctness of data
• Promptly responding to customer queries via ticketing system, emails, live chat, phone
• Identification of areas of improvement, both in process and product
• Liaising with colleagues or managers to find the best solutions to customers' issues
• Identifying common problems and escalating them to management, along with possible suggestions for improvement
• Obtaining and sharing customer feedback with colleagues and other departments so that products and services can be improved
• Oversee and address any support and/or technical issues associated with clients and suppliers throughout interactions

Qualifications

• Previous experience in a Customer Service role
• Sound judgment and excellent problem-solving skills
• Practical experience with standard industry tools such as CRM and ticketing systems
• Native Mandarin Chinese, Fluent Cantonese, Fluent English –written and verbal - a must
• Proficiency in any additional language - a significant advantage
• Fintech/Hi-tech experience is preferred
• Impressive interpersonal and communication skills
• Strong computer skills with advanced Excel skills
• Outstanding attention to detail, with an ability to spot numerical errors
• Highly organized with the ability to multitask and work under pressure
• Tech savvy and the ability to pick up new technology quickly

Equal Opportunity Employer

Studies indicate that individuals from marginalized backgrounds, including women, often choose to apply for positions only when they fulfill all listed requirements. However, if you find that this role resonates with you even though you don't match every criterion, we strongly encourage you to get in touch with us. Our commitment to being an equal opportunity employer drives us to cultivate a workplace that celebrates diversity and inclusivity, embracing individuals from various backgrounds. Our hiring process prioritizes skills and abilities, and our wide-reaching outlook is something we take great pride in. Feel free to reach out

Job Summary
As a Customer Support Engineer, you will be the first point of contact for our clients, providing exceptional support and guidance for our products. You will troubleshoot issues, answer technical queries, and work closely with our engineering team to resolve complex problems.

Key Responsibilities

• Provide first-line support to clients via designated email, chat, and phone.
• Diagnose and resolve technical issues related to software and applications.
• Assist clients in understanding and utilizing our products effectively.
• Create and maintain documentation for troubleshooting procedures and FAQs.
• Collaborate with the engineering team to escalate and resolve complex issues.
• Conduct training sessions for clients on product features and updates.
• Gather client feedback and communicate insights to product development teams.
• Stay updated on product features, industry trends, and best practices in AI technology.

Qualifications

• Bachelor's degree in computer science, Information Technology, or a related field.
• 2-6 years of experience in technical support or customer service, preferably in the software or AI industry.
• Strong understanding of AI technologies and applications.
• Excellent problem-solving skills and attention to detail.
• Ability to communicate complex technical information clearly and effectively.
• Experience with support ticketing systems and remote troubleshooting tools.
• Familiarity with programming languages (e.g., Python, Typescript) is a plus.
• Familiarity with Kubernetes, Linux, Database is a plus
• Strong interpersonal skills and a commitment to customer satisfaction.

Our client is a leading global payment gateway tech firm , they are looking for a proactive and tech-savvy Support Representative to join our expanding FinTech team in Hong Kong.

Responsibilities:

• Address and resolve customer inquiries via email, messaging apps, and video calls.
• Assist merchants with API integrations.
• Support technical workflows associated with our global payment gateway.
• Collaborate with product and platform teams to enhance service delivery.
• Identify bugs and provide constructive product feedback.
• Perform manual quality assurance and handle third-party interactions.

Qualifications:

• Experience in technical/customer support
• Strong organizational, analytical, written, and verbal communication skills
• Passion for troubleshooting and constant self-learning
• Superb attention to detail
• Ability to quickly learn and adapt to new features and innovations