With 600+ people from 57 nationalities across 23 locations, we’re a truly global team headquartered in Singapore, with offices in Amsterdam, Dubai, Bristol, Shanghai, Eindhoven, and across Southeast Asia.
We power global commerce through a dual model. Our B2B solutions, Codapay, Coda Webstore, Coda Links, Coda Distribution, and Giftcloud, enable publishers and brands to monetize and distribute digital content globally. On the consumer side, we operate a portfolio of trusted storefronts including Codashop, Recharge.com, Startselect.com, and mobiletopup.co.uk, that give customers secure and easy access to game top-ups, digital credits, vouchers, gift cards and prepaid products in over 70 markets.
Our culture is built on respect, ownership, and collaboration. We move fast, support each other, and celebrate wins together.
If you’re looking to grow your career and make a real impact in a global team, Coda is the place for you.
The Onboarding and Support Specialist, based in Malaysia, supports KYC operations and merchant support within the wider B2B Operations organization.
This role will focus on ensuring merchant-onboarding and maintenance related operational activities are completed accurately, efficiently, and in line with applicable standards. The specialist will work closely with internal teams including Commercial, Compliance, and external stakeholders such as merchants and distributors to drive KYC onboarding, remediation, account reviews, and support-related operational activities.
This is a 6-month contractor role, with the possibility of conversion to a full-time position within the wider B2B Operations organization, depending on business needs and the individual's performance.
KYC Operations
Drive day-to-day KYC onboarding and periodic KYC reviews/remediation activities for partners in accordance with established processes and controls
Review submitted KYC information and documentation for completeness and accuracy
Coordinate among stakeholders to obtain missing or additional documentation
Manage follow-ups to ensure KYC cases progress within agreed timelines
Publisher Support
Respond and resolve publishers’ queries on onboarding, compliance, and finance processes through internal collaboration with subject matter experts, in a timely manner and with a high degree of customer satisfaction
General and Cross-Functional Collaboration
Work closely with internal teams (such as commercial and compliance) to support onboarding and support deliverables
Create and maintain relevant reports, documentation, trackers, and records to support deliverables
Ensure appropriate handoff and follow-through for issues requiring action from other teams
Provide clear and timely updates to stakeholders on the status of requests, queries, and issues
Identify recurring issues and opportunities to improve reporting accuracy, process efficiency, and turnaround time, and support the implementation of process improvements
Support the implementation and maintenance of new onboarding and support processes and controls
Based in Malaysia and able to work effectively with regional and global stakeholders.
Strong written and verbal English communication skills. Mandarin is preferred but not required.
Highly organized with the ability to manage multiple queries and follow-ups simultaneously.
Strong attention to detail and ability to work accurately with sensitive business and customer information.
Strong sense of ownership and ability to follow cases through to completion.
Strong communication and stakeholder management skills.
Ability to work with structured processes and compliance/finance requirements.
Strong analytical and problem-solving skills.
Ability to work independently while knowing when to escalate cases or seek guidance.
Experience in KYC, customer onboarding, compliance operations, account servicing, or partner operations is preferred.
Familiarity with KYC processes, customer due diligence, and regulatory compliance requirements.
Experience handling documentation review and customer information validation.
Experience in fintech, payments, e-commerce, digital services, or related industries is an advantage.
Experience working with CRM, ticketing, case management, or workflow tools is beneficial.
Strong spreadsheet and data management skills are an advantage.
Job details are sourced from the employer's original posting.
Open job postingAbout the company
Coda is a new type of document that brings together the flexibility of documents, the power of spreadsheets, and the utility of apps into one place. It allows teams to build custom workflows and manage projects efficiently.