Internship - Customer Onboarding (Hotel Tech & SaaS)

Softinn is a hotel technology company.

Our mission is to make hotelier's work easier. We intend to achieve that through next-generation hotel management software, digital solutions and hotel kiosk. Here's a one-minute video about our products.

We're selling to forward-looking hoteliers in South East Asia. Most of our customers are in Malaysia, and some are from the Philippines, Indonesia and Thailand.

Softinn builds business software, kiosk and e-commerce solutions for hotels. Hoteliers use our products to run their businesses and operations. On average, 350 users interact with our products per minute. 

As a Customer Onboarding Intern, you’ll sit at the point where our technology meets our customers. You’ll help new hotels get set up and confident on our software — configuring their systems, guiding them through onboarding, testing that everything works, and helping them go live successfully.

This role suits someone who enjoys solving real problems and working with people. You don’t need to be a coder — you need to be curious, a fast learner, and someone who genuinely likes helping customers succeed. Some of our best hires have come from business, hospitality, communications, and consumer sciences backgrounds, not just IT.

Job Responsibility:

1. Guide new hotel customers through onboarding, from setup to go-live.
2. Work alongside the sales executives to onboard new customers.
3. Run remote product demonstrations and onboarding sessions.
4. Configure and deploy hotel software based on each customer’s requirements.
5. Set up and test integrations with third-party systems — OTAs, payment terminals, smart door locks, guest Wi-Fi, and lift/car park access.
6. Understand what customers need and translate it into the right setup.
7. Help customers migrate their data into the system.
8. Investigate customer-reported issues and work with our product and engineering team to get them resolved.
9. Check and test configurations before customers go live.
10. Document onboarding steps, configurations, and best practices.

What You’ll Learn

• SaaS implementation and customer onboarding, end-to-end.
• The hotel industry and how hotels actually run.
• Software configuration, integrations, and troubleshooting.
• Customer communication, requirements gathering, and project coordination.
• How a modern software company works (Agile environment).

Job Requirements

We care far more about how you think and work than what you studied. Our onboarding team includes people from business, hospitality, communications, consumer sciences, and IT backgrounds.

1. Pursuing a Diploma or Bachelor’s Degree in Business, Consumer Science, Information Systems, Computer Science, IT, or any discipline — show us the interest and aptitude and we’ll take it seriously.

2. A clear, patient communicator who can explain things simply.

3. Naturally curious — you like figuring out how things work.

4. Strong analytical and troubleshooting instincts.

5. Comfortable picking up new software and tools quickly.

6. Service-minded — you enjoy helping people get to a win.

7. Self-motivated, responsible, and eager to learn.

8. Good written and spoken English; Mandarin or Bahasa Malaysia is an advantage.

Not Mandatory but BONUS if You Have:

1. Interest or background in hospitality / hotels.
2. Interested in customer service, technical support, or software projects.
3. Basic knowledge of databases or SQL.
4. Familiarity with networking concepts.
5. Experience with REST APIs or Postman.

Report to Work options:

1. Melaka
   
   

You Should Join if you enjoy:

1. Work on real SaaS products used by hotels across the region.
2. Building your career as a technical consultant or technical sales.
3. Learn from experienced solution consultants and software engineers.
4. Build skills in customer success, consulting, and communication that transfer anywhere.
5. Understand both the technology and the business side of a growing SaaS company.
6. Find solutions on your own or are not afraid to seek help from others.

You should NOT join if:

1. You don't enjoy talking to people.
2. You don't enjoy solving business operation problem with IT.

1. New Intern to Softinn: RM500 - RM 600 per month
2. Alumni Intern to Softinn: RM 700 - RM 800 per month

Intern Benefits:

1. Free Flow of Snacks

Additional Perks for Your Role:

1. HubSpot CRM Licenses (Sales Pro + Marketing Hub Pro)
2. HubSpot CRM Certification (Certificate with your name on it if you pass the exams)
3. Coursera PLUS Subscription (for training & development)