Customer Support Specialist

Ethereal Tech Pte. Ltd.; Singapore; On-site; SGD 45,000 - 60,000; Full time

Job summary

A leading fintech company in Singapore is seeking a dedicated Customer Support Specialist to provide high-quality support to a global clientele. Responsibilities include optimizing product experiences through user feedback and conducting data analysis on customer inquiries. The ideal candidate should have 2–5 years of customer support experience, proficiency in Chinese and English, and a strong understanding of tech or fintech sectors. This role offers a dynamic work environment in the rapidly evolving industry.

Qualifications

• 2–5 years of experience in online customer service or customer support.
• Experience resolving inquiries independently.
• Familiarity with fintech or tech-related industries.

Responsibilities

• Provide high-quality customer support via multiple channels.
• Analyze issues and compile reports for product optimization.
• Conduct data tracking on inquiries for service optimization.

Skills

Fluent in Chinese

Fluent in English

Problem-solving skills

Customer handling skills

Emotional management

Tools

Customer service systems

Support tools

Excel

Job description

Key Responsibilities

1. Provide high-quality customer support
   Handle global customer inquiries via support platform, email, and community channels. Address questions related to product features, usage, earnings inquiries, and profitability calculations. Identify potential high-value customer needs and upscale them to the Sales team for further engagement.

2. Drive product optimization through user feedback
   Analyze recurring issues and customer pain points, compile regular reports, and collaborate closely with Product, Operations, and Tech teams to improve user flows, update FAQs, and enhance overall product experience.

3. Basic data analysis and reporting
   Conduct simple data tracking on customer inquiries, issue categories, and resolution efficiency; provide weekly/monthly insights to support service optimization.

Requirements

1. Language & Communication

   1. Native or fluent proficiency in both Chinese and English (mandatory)

   2. Strong communication, problem-solving, and customer handling skills, including emotional management

2. Professional Experience

   1. 2–5 years of experience in online customer service or customer support

   2. Experience with customer service systems and support tools; able to resolve customer inquiries independently

   3. Prior experience in fintech, Web3, or tech-related industries is preferred

3. Product Understanding & Learning Ability

   1. Ability to quickly understand product logic, especially investment-related models

   2. Fast learner with adaptability in a rapidly evolving industry

Preferred Qualifications

• Experience in cryptocurrency, cloud mining, or Web3-related fields

• Basic data-handling skills (Excel) and understanding of earnings or profitability calculations

• Experience serving high-net-worth or global customers