Web3 Customer Success & Support Pro

Cregis Technology Limited

Kuala Lumpur

On-site

MYR 36,000 - 48,000

Full time

8 days ago

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Job summary

Jora Malaysia is seeking a Customer Success & Support Associate to assist with customer communication and product support for Web3 solutions, including wallets, payment engines, and cards. This role focuses on handling enquiries via support channels and ticketing systems, while coordinating onboarding and ongoing account maintenance to ensure a smooth delivery experience.

Ideal candidates have at least 1 year of experience in customer support or related roles, strong English and Chinese writing

Qualifications

At least 1 year of experience in customer support, client management, or product operations.
Ability to understand product workflows and basic technical concepts such as wallets, APIs, and payment processes.
Good written communication skills in both Chinese and English.
Detail-oriented, proactive, and able to solve problems and collaborate across teams.

Responsibilities

Respond promptly to customer enquiries through support channels and ticketing systems, and handle common product and system-related issues.
Document product issues and coordinate with internal teams to follow up and resolve them.
Monitor client group messages, provide basic updates, and ensure customer issues are addressed promptly.
Maintain and update FAQs, response templates, and internal customer support documentation.
Support the Project Delivery team with client onboarding and ongoing account maintenance to ensure a smooth delivery experience.
Record daily customer support data and identify customer feedback trends to support operational improvements.