Customer Support & AI Operations Specialist | Fintech trading platform

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

We are a CFD & Crypto trading platform headquartered in Australia. We are looking for a Customer Support Specialist who is not only empathetic and communicative but also highly analytical and tech-savvy. You will play a critical role in building our customer service knowledge base, designing AI-human collaboration workflows using Sobot, and ensuring service safety in a high-risk financial environment.

Key Responsibilities

• Proactively collect business requirements from cross-functional teams (Product, Operations, Risk, Compliance, Tech) to create the first batch of FAQs, internal SOPs, and response templates without relying on historical tickets.
• Define and configure the AI bot's service scope within Sobot. Establish strict "red lines" (e.g., no AI autonomous replies regarding account asset status, deposits/withdrawals, or liquidation disputes) before API integrations are ready.
• Configure Sobot's multi-turn dialogue (slot filling) to collect essential information (UID, TXID, etc.) and ensure seamless escalation to human agents.

2. Customer Inquiry Handling & Case Management

• Respond to inquiries regarding account registration, KYC, account security, deposits/withdrawals, trading operations, fees, and campaigns via live chat, email, and ticketing.
• Guide customers on platform features, order statuses, margin requirements, and liquidation mechanisms based on official documentation.
• Handle complex cases. Gather required information (Order IDs, TXIDs, timestamps, screenshots) and escalation to the Operations team for investigation.

3. Progress Updates & Crisis Management

• Monitor ticket progress and proactively communicate updates to customers.
• Handle complaints professionally. In the event of AI miscommunication (e.g., incorrect financial promises), execute emergency response protocols immediately (Circuit break, impact audit, root cause fix, controlled recovery).

4. Continuous Improvement & Quality Assurance

• Establish QA and efficiency metrics (AI resolution rate, repeat inquiry rate, CSAT, error rate). Prevent "false improvements" where AI defection rates drop but repeat inquiries and complaints rise.
• Continuously update the knowledge base and AI strategies as product rules evolve (e.g., VIP fee tiers).

Requirements

• Prior customer support experience in Crypto Exchanges, Brokerage Firms, Forex/CFD Platforms, FinTech, or Payment Services is highly preferred.
• Familiarity with customer service platforms like Sobot or Zendesk. Ability to distinguish between native features, features requiring business enablement, features requiring API development, and manual-only processes.
• AI Literacy: Deep understanding of AI capabilities and limitations. Experience in designing fallback strategies, preventing AI hallucinations, and controlling AI-generated financial promises.
• Strong written communication skills. Ability to translate complex backend operations and cross-departmental discussions into user-friendly and agent-friendly knowledge base content.
• Strong sense of responsibility, empathy, and emotional resilience. Willing to work on a rotating shift schedule (evenings, weekends, public holidays).
• Preferred: English proficiency ; experience in building a customer service system from scratch.