About Direct Lending

Direct Lending is a fast-growing, award-winning lending fintech on a mission to empower people’s lives with simple and responsible financing. Having built a sustainable, profitable foundation, we are now entering a scaling-up phase. Our roadmap is clear: scale our needs-based financing, grow our revenue 5X and become IPO-ready by 2030.

We are looking for a Merchant Support Executive who treats every merchant interaction as a chance to strengthen a partnership. You will be the day-to-day face of Direct Lending for our active merchant network — answering queries fast, untangling issues, and keeping merchants transacting smoothly so they can keep selling and our customers can keep getting approved.

Why Join Direct Lending?

• Voice That Carries: Merchant feedback on your surface goes straight to Product, Operations, and Merchant Acquisition. We fix what you flag — fast.
• Mission-Driven Work: Every smooth transaction means a real customer walks out with the thing they needed and a real merchant closes a sale. You make both possible.
• Grow Fast in a Flat Team: Open, flat office culture with career growth into Senior Executive, Merchant Success, or Merchant Support tracks as the team scales.
• Work Where You’ll Actually Enjoy It: Hybrid working, casual dress code, modern office right next to the TTDI MRT station, pantry stocked with free snacks, coffee, and tea + EPF, SOCSO, annual leave, and medical benefits.

About The Opportunity

Our merchant partners are how thousands of Malaysians access financing at the moment they need it most — at the point of purchase. Once a merchant is live with us, your work is what keeps them confident, supported, and selling — and what keeps customers walking out with a smooth ‘yes’. At Direct Lending, success isn’t measured by tickets closed, but by how many merchants would happily introduce us to their peers because of how you took care of them.

Your Core Responsibilities

Day-to-Day Merchant Support

• Respond to inbound merchant enquiries across WhatsApp, email, phone — quickly, clearly, and with a partnership mindset.
• Handle application status checks, document submissions, settlement enquiries, system access issues, and process clarifications.
• Meet and exceed personal SLAs for response time, resolution time, and merchant satisfaction.
• Investigate and resolve merchant issues end-to-end, coordinating with Credit, Operations, Tech, and Finance — and closing the loop with the merchant once resolved.

Issue Resolution & Escalation

• Identify high-risk or commercially sensitive merchant issues early and escalate to a relevant team with a clear summary and recommended action.
• Own the resolution loop: acknowledge fast, troubleshoot fairly, and follow up so the merchant feels heard and respected.
• Document recurring issues and resolutions so the team learns once and answers consistently.

Voice of the Merchant

• Capture themes, friction points, and recurring questions from merchant conversations and feed them into a structured weekly insight log.
• Partner with Product, Operations, and Merchant Acquisition to translate what you hear into process fixes, training improvements, and platform requests.
• Help maintain and improve our merchant knowledge base, FAQs, training materials, and reply templates so the whole team delivers consistent, high-quality answers.

Who You Are

Must Have

• Merchant-first mindset — you treat merchants as partners, not tickets, and you genuinely enjoy helping people get unstuck.
• Communication — good command of English and Bahasa Malaysia. Mandarin or other languages are a plus when dealing with a diverse merchant base.
• Patience and emotional steadiness — you stay warm and professional even on difficult calls or messages from frustrated merchants.
• Ownership — when an issue lands on your plate, it is yours until it is fully resolved. You drive it across whichever team is needed, keep the merchant informed, and close the loop personally — taking total accountability from start to finish.
• Attention to detail, organised, and comfortable juggling multiple conversations across channels without dropping the ball.
• Team-oriented and hungry to learn — you make the people around you better, not just yourself.

Bonus

• Previous experience in merchant support, customer service, hospitality, retail operations, payments, or a financial services role.
• Comfort working with WhatsApp Business, merchant portals, and basic spreadsheet workflows.
• Familiarity with lending, BNPL, installment financing, payments, or e-commerce platforms.
• A curious streak — you spot the difference between a one-off merchant complaint and a systemic problem worth fixing.

Fresh Graduates Welcome

No prior merchant support experience required — full training will be provided. If you communicate well, care about helping businesses succeed, and want to build a career in a high-growth fintech, we want to hear from you.

Working at Direct Lending

We value direct communication, evidence-based decision-making, and people who take ownership without being told. Our values are:

• Right thing, always — act with integrity
• Ownership — own outcomes, not tasks
• One team — collaborate, never silo
• Today's best is tomorrow's benchmark — improve continuously
• Serve customers first — every decision starts with the customer

Ready to be the partner our merchants brag about?

Apply now and help us build the most trusted financing experience in Malaysia.