Customer Support Specialist (Remote – Malaysia)
Join a high-impact team shaping the future of ESG data and technology.
We are looking for a Customer Support Specialist who is passionate about delivering exceptional customer experiences and driving customer success. In this role, you’ll play a critical part in supporting our ESGpedia platform users, reducing churn, improving customer adoption, onboarding new clients, driving upsells, and turning users into loyal product champions.
You will have the unique opportunity to help define and grow the Customer Success and Support function at ESGpedia. This includes shaping processes, setting retention and growth targets, and developing best practices to ensure every customer touchpoint adds value.
Job Responsibilities
- Act as the main post-sales business contact for institutional, corporate, and SME customers
- Lead customer onboarding, ensuring successful platform adoption, upselling opportunities, and continued engagement throughout the customer lifecycle
- Be product savvy, assist with invoicing, and guide customers through the ESGpedia registration and sign-up process
- Respond to customer queries and issues via phone, email, or other channels, ensuring timely and accurate resolution
- Serve as a subject matter expert on product usage, project management, and customer collaboration
- Identify customer needs, guide usage of specific product features, and communicate new functionalities or updates
- Support customers in the verification and assessment processes, ensuring smooth and compliant workflows
- Collect, document, and share customer feedback and issue logs with internal teams for continuous improvement
- Maintain proactive relationship management, identifying and mitigating risks to customer satisfaction, growth, and retention
- Drive a best-in-class customer experience, turning customers into long-term advocates and promoters of the business
Ideal Candidate
- A self-starter with strong confidence in engaging executive and senior-level external stakeholders
- High work ethic with a customer-first mindset, coupled with a buoyant and approachable personality
- Proven ability to manage multiple clients simultaneously while consistently exceeding expectations
- Demonstrates professional experience in client-facing roles, with a few years of corporate exposure preferred
- Strong interest in ESG data, sustainability, and technology; familiarity with ESG or sustainability developments is highly desirable
- Agile communicator who adapts quickly in conversations, asking insightful questions to uncover client needs, challenges, and opportunities
- Comfortable handling a high volume of daily calls and meetings with professionalism and efficiency
- Possesses a growth mindset with a proactive attitude, eagerness to learn, and confidence to contribute ideas and feedback
- Highly organized with keen attention to detail, ensuring accuracy and quality in all deliverables
- Works effectively both independently and in cross-functional team environments within fast-paced, dynamic settings
- Open-minded and adaptable, embracing feedback, new processes, and evolving tools or technologies
- Excellent multitasking abilities—able to prioritize and deliver across a variety of responsibilities under tight deadlines
- Basic proficiency in Microsoft Excel and PowerPoint; capable of supporting the creation and customization of ESG reports and presentation materials
- Skilled in documenting internal SOPs, FAQs, and quick-start guides to enhance team knowledge and customer onboarding
Requirements
- Bachelors’ degree preferably specializing in Business/Banking/Computer Science related disciplines with at least 1 year of relevant experience in customer support, sales support, business development etc
- Fluent in English and native language with excellent oral communication skills enabling effective communication with clients
- Experience with using CRM tools, technologies and systems preferred
- Proficiency in Microsoft Office, especially PowerPoint, Words and Excel
Why Join Us?
Be a Force for Good: Your work here doesn’t just tick boxes—it drives meaningful, measurable change for businesses, industries, and communities striving to build a more sustainable future.
Freedom to Own It: We hire capable, driven people and we trust them. You’ll have the autonomy to take charge of your work, backed by a culture that values results over red tape.
Think Big, Act Together: Collaboration fuels us. You’ll work with sharp, mission-driven teammates across disciplines—no silos, just shared goals and smart execution.
Grow Fast, Learn Always: We move quickly and expect a lot—but we invest even more in your growth. If you’re hungry to learn and ready to stretch, you’ll thrive here.
Work-Life, Reimagined: Whether you’re remote, hybrid, or somewhere in between, flexibility is real. We care about outcomes, not hours—and we build trust through accountability.
Resilience Pays Off: If you’re wired for growth, this is where the grind turns into pride.
What We Look For
Self-Starters: You don’t wait for instruction—you spot what needs doing and take initiative. We love that.
Curious Builders: You ask the right questions, dig deep, and thrive in ambiguity. You turn complex problems into elegant, real-world solutions.
Communicators Who Connect: Whether you’re writing a report or leading a meeting, you convey your ideas with clarity, empathy, and purpose.
Accountable High Performers: You take ownership, deliver under pressure, and hold yourself to a high standard—even when no one’s watching.
Passion for Impact: You’re not just looking for a job—you want to do work that matters. Whether it’s advancing sustainability, transforming client outcomes, or innovating with tech, you’re fueled by purpose and driven to make a difference!
ESGpedia is proud to be an equal opportunity workplace for all. We do not discriminate in recruitment, hiring, training, advancement, or other employment practices. We celebrate diversity and are committed to creating and fostering an inclusive environment for all employees.
Notice
We regret to inform that only shortlisted applicants will be notified. All applications will be treated with strictest confidence.
By submitting any application or resume to us, you will be deemed to have read and agreed to the terms of our Privacy Policy (www.esgpedia.io/privacy-policy/), and consented to us collecting, using, retaining and disclosing your personal information to prospective employers for their consideration.
You may refer and access our website(www.esgpedia.io) for more information.