Fintech Customer Support Specialist — Complex Issues

X-GIANTS GROUP; Kuala Lumpur; On-site; MYR 63,000 - 75,000; Full time

Job summary

Jora Malaysia is seeking a senior customer support specialist to manage complex inquiries in a fintech-focused environment. You will work across email, phone, and chat channels, following detailed SOPs to deliver accurate solutions.

The role requires strong written skills, analytical thinking, and the ability to handle high ticket volumes while maintaining quality. Weekend availability may be required in peak periods.

Qualifications

• 3+ years of experience in complex Customer Support environments, preferably fintech/banking.
• Proven ability to navigate multiple systems and follow SOPs accurately.
• Strong experience in email-based support, plus phone and chat support.
• Excellent written communication with precise grammar and tone.
• Analytical skills to investigate issues and identify root causes.
• Ability to work independently with minimal supervision and learn quickly.
• Willingness to work weekends when required.
• Capable of handling high ticket volumes with accuracy.
• Basic understanding of fintech concepts and products.
• Strong reading comprehension to follow lengthy SOPs precisely.

Skills

Email-based support

Zendesk experience

Multi-channel support

Attention to detail

SOP adherence

Analytical thinking

Independent work

Weekend availability

High ticket handling

Fintech knowledge

Tools

Zendesk

Ticketing systems

Job description

Jora Malaysia is seeking a senior customer support specialist to manage complex inquiries in a fintech-focused environment. You will work across email, phone, and chat channels, following detailed SOPs to deliver accurate solutions.

The role requires strong written skills, analytical thinking, and the ability to handle high ticket volumes while maintaining quality. Weekend availability may be required in peak periods.