Job Description
RedotPay is a leading global Fintech Unicorn committed to democratizing financial services through innovative blockchain technology and cutting-edge payment solutions. Headquartered in the vibrant hub of Bandar Malaysia, Kuala Lumpur, we are rapidly scaling our customer experience team and seeking a highly motivated Customer Service Specialist to help us deliver world-class support to our diverse and rapidly growing user base across the globe.
As a Customer Service Specialist at RedotPay, you will be much more than just a support agent; you will be a brand ambassador, a problem solver, and an educator. Your day-to-day will involve managing a high volume of inbound inquiries via multiple channels (email, live chat, and phone). You will guide users through the entire lifecycle of their journey on our platform, from onboarding and KYC verification to troubleshooting complex transactions and explaining the nuances of decentralized finance (DeFi). Your ability to remain empathetic under pressure and your knack for distilling complex technical information into clear, actionable steps will be essential to building trust and ensuring user retention.
We are looking for a proactive individual who is genuinely excited about the potential of fintech and Web3. Your insights will be critical as you collaborate with our product and engineering teams to identify friction points in the user experience and advocate for meaningful improvements. You will have a direct impact on our product roadmap and the overall satisfaction of millions of users worldwide. This is a unique opportunity to launch or accelerate your career within a dynamic, high-growth environment where continuous learning is highly encouraged.
If you possess strong interpersonal skills, a passion for solving challenging problems, and a desire to be at the forefront of the financial revolution, we invite you to join the RedotPay family and help us build the future of money.
Responsibilities
- Provide first-line support for RedotPay users via email, chat, and phone, addressing inquiries related to account management, transactions, and platform features.
- Troubleshoot technical issues and guide users through troubleshooting steps for the app and web platform.
- Assist users with the KYC (Know Your Customer) verification process, ensuring compliance with regulatory standards while maintaining a smooth user experience.
- Educate users on best practices for security, including wallet management, 2FA, and recognizing phishing attempts.
- Document and escalate complex technical bugs or system glitches to the engineering team with clear, actionable feedback.
- Maintain deep knowledge of the fintech and crypto landscape to provide accurate, up-to-date information to customers.
- Collaborate with the product team to share customer insights that drive product improvements and feature enhancements.
- Consistently meet or exceed key performance indicators (KPIs) such as CSAT, FRT, and resolution time.
Qualifications
- At least 1-2 years of experience in a customer service or client-facing support role, preferably within fintech, banking, or digital payments.
- Strong written and verbal communication skills in English; proficiency in Mandarin or Cantonese is a significant advantage to support our global user base.
- Excellent problem-solving skills and the ability to explain complex financial and technical concepts in simple, clear terms.
- A genuine passion for blockchain technology, cryptocurrency, and the future of decentralized finance (DeFi).
- High level of empathy, patience, and a customer-first attitude.
- Ability to thrive in a fast-paced, high-growth startup environment with shifting priorities.
- Proficiency with CRM tools (e.g., Zendesk, Intercom) and standard office productivity software (Google Suite, Slack).
- Strong attention to detail and organizational skills.