Role in brief
Conectys is hiring a Customer Support Representative to assist users of the Bybit crypto platform. This hybrid role requires fluency in Mandarin or Japanese and English, focusing on live chat and email support for a global fintech audience. Candidates with prior customer service experience in finance or crypto are ideal.
About the role
This role involves providing direct customer support for a major crypto platform, Bybit, handling inquiries via live chat and email. You will be responsible for ensuring users receive efficient and accurate service in either Mandarin or Japanese, as well as English. Success in this position means effectively resolving customer issues, understanding their needs, and translating feedback into actionable insights for management, all while maintaining a high standard of service quality.
The position operates within a fast-paced fintech environment, requiring a solid understanding of the Bybit platform, its products, and general crypto market fundamentals. You will be part of a team that values continuous improvement, where your observations on operational discrepancies and potential risks are crucial for smooth frontline operations. The role encourages initiative and learning, offering exposure to a global leader in the cryptocurrency space.
This is a hybrid role that requires shift work, including weekends and public holidays, with onsite work during day shifts and remote work for night shifts. The company emphasizes professional development through learning programs and offers a chance to build expertise in cryptocurrency trading platforms and financial products within a diverse, multicultural team.
The salary for this role ranges from 13,500 USD to 27,500 USD annually, with specific compensation varying based on language proficiency and experience.
Skills that matter here
- Mandarin: Required for direct customer communication via live chat and email.
- Japanese: Required for direct customer communication via live chat and email.
- English: Essential for internal communication and assisting customers.
- Customer Service: Applied in handling inquiries, managing complaints, and ensuring service quality.
- Financial Institutions: Experience here is an advantage for understanding user needs in a fintech context.
- Crypto-currency products: Knowledge is beneficial for assisting users with platform-specific queries and market fundamentals.
Who this role suits
- A detail-oriented individual with strong numerical acumen, comfortable working with data and figures.
- Someone passionate about fintech and cryptocurrency, eager to build a long-term career in the sector.
- A committed and self-driven team player who can adapt to shift work, including weekends and holidays.
- An effective communicator who can understand customer needs and provide constructive feedback to management.
From the employer
- Assist customers with inquiries via live chat or email, in Mandarin or Japanese and English
- Ensure an efficient, accurate, and high-quality customer service experience
- Be well equipped with the Bybit platform, products, and crypto-market fundamentals
- Diligently manage and follow up on inquiries or complaints from current and prospective users
- Demonstrate a strong ability to understand customer needs and convert them into constructive feedback and suitable solutions for management
- Ensure frontline operations are smooth by flagging discrepancies, potential risks, or unusual situations to management in a timely manner
- Continuously seek improvements to enhance team performance, work efficiency, and overall operational processes
- Mandarin or Japanese proficiency as close to native level
- Strong command of English, written and spoken
- Preferably 2–4 years of customer service experience, trained in frontline operations (Live Chat & Email)
- Experience working with financial institutions, fintech platforms, trading environments, or crypto-currency products is a strong advantage
- Educational background in Finance, Economics, Mathematics, Business Administration, or other analytical / STEM-related fields is preferred
- Strong numerical acumen with attention to detail and comfort working with figures, data, and statistics
- Passion to develop knowledge and a long-term career in fintech / crypto-currency trading firms
- Team player, committed and self-driven
- Ability to perform 5 days’ shift work, including weekends and public holidays
- Willingness to work onsite during day shifts and from home during night shifts
- Legal work authorisation in Malaysia is required
- Exposure to a global crypto-currency leader (Bybit)
- A challenging fintech environment where accuracy, learning, and initiative are encouraged
- Opportunity to develop valuable expertise in crypto-currency trading platforms and financial products
- International exposure and collaboration with distributed, multicultural teams
- Competitive compensation - salary range for Mandarin from 3700 RM up to 4500 RM and for Japanese from 7000 RM up to 9100 RM
- Benefits aligned with experience and shift patterns
- A growing project where your contribution and expertise are visible
- Developed Learning & Development programs to support your growth
- Commitment to diversity and fair treatment of staff
Questions about this role
What is the remote work policy for this role?
This is a hybrid role, requiring onsite work during day shifts and remote work from home during night shifts.
What level of experience is preferred for this position?
Preferably 2-4 years of customer service experience, especially in frontline operations like live chat and email, is desired. Experience with financial institutions or crypto products is a strong advantage.
What language skills are required?
Native-level proficiency in either Mandarin or Japanese is required, along with a strong command of English, both written and spoken.