Customer Support Analyst

Fasset Group; Kuala Lumpur; Hybrid; MYR 45,000 - 67,000; Full time

Benefits offered by this job

Ownership culture

Competitive package

Grow with Fasset

Global exposure

Learning & development

Job summary

Fasset in Kuala Lumpur is seeking a customer support specialist to handle escalated inquiries and complex cases. You will work alongside AI to resolve issues, supporting customers 24/7 with onsite day shifts and remote night shifts.

You will verify identities, guide users through cards, transfers, and verification steps, and contribute to knowledge base. The role requires clear English, empathy, and consistency across shifts.

Qualifications

• 18+ months in a customer-facing role in fintech, banking, payments or crypto.
• Excellent spoken and written English, confident on the phone.
• Strong empathy and calm judgment with upset customers.
• Ability to explain complex topics simply to customers.
• Fast learner with high attention to detail and accuracy.
• Available for consistent shifts including nights and weekends.

Responsibilities

• Answer customer calls, chats and emails, resolving on first contact where possible.
• Own each case from first contact to resolution, keep customers updated throughout.
• Turn frustrated customers into confident ones, especially with money, cards, or access.
• Help customers with cards, deposits, withdrawals, transfers, and identity verification.
• Work with AI tools daily: review AI replies, step in where AI can't, and flag errors.
• Follow procedures and escalate with a clear ask when a case falls outside them.
• Spot patterns behind repeat contacts and log root causes to fix the root cause.
• Keep help articles and saved replies accurate.
• Verify each customer’s identity before discussing or acting on their account.
• Log and categorize every complaint within service timelines.
• Put security issues, suspected scams and possible loss of funds ahead of everything else.
• Treat every customer fairly and consistently, with extra care for vulnerable customers.

Skills

Customer service

English

Empathy

Communication

Fast learner

Shift flexibility

Job description

About Fasset

At Fasset, we believe your money should answer to you. We are a banking and investment platform built around a simple idea: more people should have access to the financial system, regardless of where they live. We are building the global financial system for ownership, one that moves what you earn into what you own, so that what you can own is never decided by where you were born.

We operate across emerging markets, with a particular focus on the Middle East, Asia and Africa. Founded by Mohammad Raafi Hossain and Daniel Ahmed, Fasset has become a company valued at $1 billion and holds regulatory approvals across markets including the UAE, Indonesia, Malaysia, the EU, Türkiye and Pakistan.

We are a fast-moving, global team scaling a regulated platform across multiple markets. Our culture runs on HEART: Humble Curiosity, Enthusiasm, Act Like Owners, Raise the Bar, and Tenacity. And we hold one simple view about the people who join us: the owners arrive early.

About the role

You are the voice of Fasset when a customer needs us most. AI handles the routine questions, so you take the conversations that need a person: the upset customer, the card declined abroad, the transfer that hasn't arrived. You own each case from first contact to resolution, and you leave every customer clearer and calmer than you found them. You'll work a consistent shift on a team that covers customers around the clock, including nights and weekends.

Location

• Day shifts (Onsite - KUL Office)
• Night & Late shifts (Remote)

What you'll do

• Answer customer calls, chats and emails, and resolve them on first contact wherever possible
• Own each case from first contact to resolution, including when it moves to another team or partner. You keep the customer updated throughout and share the final outcome yourself.
• Turn frustrated customers into confident ones, especially when money, cards, or account access is involved
• Help customers with cards, deposits, withdrawals, transfers, and identity verification
• Work alongside AI tools every day: review AI-drafted replies, step in where AI can't, and flag where it gets things wrong
• Follow our procedures, and escalate with a clear ask when a case falls outside them
• Spot the patterns behind repeat contacts and log them so the root cause gets fixed
• Keep help articles and saved replies accurate
• Verify each customer’s identity before discussing or acting on their account
• Log and categorize every complaint accurately, so it’s tracked within our service timelines
• Put security issues, suspected scams and possible loss of funds ahead of everything else
• Treat every customer fairly and consistently, with extra care for customers who may be vulnerable

What you'll bring

Must have

• Excellent spoken and written English, clear and confident on the phone
• 18 months or more in a customer-facing support role, ideally in fintech, banking, payments or crypto
• Empathy and calm judgment with upset customers
• The ability to explain complex things simply
• Speed with a high attention to detail
• Comfort learning new tools fast, including AI tools
• Availability for a consistent shift, including nights or weekends where needed

Nice to have

• Experience handling formal complaints in a regulated financial services business
• Experience with cards, chargebacks or international transfers
• Experience with identity verification
• Experience with help desk software
• Japanese, Korean, Arabic, Indonesian, Malay, or Spanish

What we offer

• Ownership from day one. High-trust, high-ownership culture where you get room to act like an owner and the support to raise the bar.
• Competitive package, benchmarked across our markets and reviewed as you grow.
• A real path forward through Grow with Fasset (#GwF), our L1–L7 progression framework with both IC and Manager tracks.
• Global exposure working alongside a team spread across seven markets, solving problems that matter for emerging economies.
• Learning and development support to keep growing your craft.