Onsite Fintech Support & Operations Specialist

Ezetop LLC; Kuala Lumpur; On-site; MYR 39,000 - 73,000; Full time

Job summary

Ezetop LLC in Kuala Lumpur is seeking a resilient Customer Support specialist to handle client inquiries, monitor transactions, and perform on-site operational tasks. The role requires calmness under pressure, de-escalation skills, and independent work with close collaboration with the on-site team.

Ideal candidates have fintech/financial services exposure, strong English communication, and a proactive, ownership-driven mindset for smooth shift handovers and continuous service improvement.

Qualifications

• Experience in customer support, operations, onboarding or similar roles.
• Excellent written and verbal English communication.
• On-site work during regular shift.
• Punctuality and reliability in shift-based work.
• Ownership of tasks and timely follow-through.
• Clear, professional interaction with customers and teams.
• Team collaboration for smooth shift handovers.
• Consistent performance and emotional stability.
• Strong problem-solving and attention to detail.
• Basic crypto/forex knowledge a plus.
• Proficiency with Zendesk or similar CRM.

Responsibilities

• Respond to customer inquiries via live chat and email promptly.
• Troubleshoot and resolve deposits, withdrawals, account, and trading issues.
• Monitor real-time system alerts and escalate critical problems.
• Process KYC verification, transaction checks, and account updates.
• Identify and flag unusual/suspicious activity per protocols.
• Maintain records of interactions, issues resolved, and follow-ups.
• Collaborate with on-site staff and departments for handovers.
• Stay updated on product features, policies, and security procedures.
• De-escalate frustrated customers with patience and empathy.

Skills

Customer support experience

English communication

On-site work

Punctuality

Ownership

Professional communication

Team collaboration

Stability

Problem solving

Crypto/Forex knowledge

Zendesk

Chinese language

Tools

Zendesk

CRM

Job description

Ezetop LLC in Kuala Lumpur is seeking a resilient Customer Support specialist to handle client inquiries, monitor transactions, and perform on-site operational tasks. The role requires calmness under pressure, de-escalation skills, and independent work with close collaboration with the on-site team.

Ideal candidates have fintech/financial services exposure, strong English communication, and a proactive, ownership-driven mindset for smooth shift handovers and continuous service improvement.