Customer Support Specialist

Summary

Join UR Bank, a rapidly growing Asian crypto neobank, as a Live Chat Support Specialist and be the voice of the customer. You will provide prompt and empathetic support through live chat and email, resolving user issues and navigating our platform. This role involves troubleshooting, escalating complex cases, and maintaining knowledge of platform features. You will also identify recurring issues and contribute to service improvements. The ideal candidate possesses strong communication skills in English and Mandarin, along with at least two years of customer-facing experience, preferably in fintech or related fields. Familiarity with trading platforms is a plus.

Requirements

• Diploma or higher in any discipline
• Strong written and verbal communication skills in English and Mandarin
• Minimum 2 years of experience in a customer-facing role, preferably in fintech, crypto, or tech-based industries
• Familiarity with trading platforms (crypto, FX, or equities) and an understanding of common user queries in these environments
• Tech-savvy and quick to learn new systems and tools
• Team player with a proactive, empathetic, and solution-driven mindset
• Standard work shifts 9am to 6pm

Responsibilities

• Deliver timely and high-quality customer support via live chat and email in accordance with internal SLAs
• Troubleshoot customer issues, escalating complex cases to the appropriate teams while ensuring consistent follow-through
• Maintain comprehensive knowledge of platform features, services, and workflows across your assigned product area
• Identify and flag recurring issues, user pain points, or emerging trends to the CX and product teams
• Support service improvement initiatives and contribute to internal documentation and FAQ updates

Preferred Qualifications

• Hands-on experience with Zendesk, Intercom, or similar CRM/ticketing tools
• Exposure to Web3, DeFi, or blockchain ecosystems