Global Fintech Support Analyst — Own the Case

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

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.