AI-Driven Customer Support & Operations Specialist

Leapin Hong Kong; Kuala Lumpur; On-site; MYR 36,000 - 60,000; Full time

Job summary

CFD & Crypto trading platform in Australia seeks a Customer Support Specialist to design AI-human workflows using Sobot, build a robust knowledge base, and ensure safety in a high-risk financial environment.

You will handle inquiries via live chat, email, and tickets, guiding users on registration, KYC, security, and trading operations, while coordinating with product, risk, and compliance teams.

Qualifications

• Experience in customer support for crypto exchanges or fintech is preferred.
• Familiarity with Sobot or Zendesk; know which features are native vs require enablement.
• Deep understanding of AI capabilities, fallbacks, and avoiding AI-generated financial promises.
• Strong ability to translate backend operations into user-friendly KB content.

Responsibilities

• Respond to live chat, email, and tickets on registration, KYC, security, deposits/withdrawals, trading, and campaigns.
• Guide customers on platform features, order statuses, margin requirements, and liquidation mechanisms.
• Collect information (order IDs, TXIDs, timestamps, screenshots) and escalate to Operations for investigation.
• Monitor ticket progress, communicate updates, and implement emergency response protocols for AI miscommunication.

Skills

AI literacy

Written communication

Cross-functional collaboration

Empathy

Problem solving

Tools

Sobot

Zendesk

Job description

CFD & Crypto trading platform in Australia seeks a Customer Support Specialist to design AI-human workflows using Sobot, build a robust knowledge base, and ensure safety in a high-risk financial environment.

You will handle inquiries via live chat, email, and tickets, guiding users on registration, KYC, security, and trading operations, while coordinating with product, risk, and compliance teams.