Within your role, you will:
- Assist customers with inquiries via live chat or email, in Mandarin and English
- Ensure an efficient, accurate, and highquality customer service experience
- Be well equipped with the Bybit platform, products, and cryptomarket fundamentals, while keeping abreast of general market conditions
- 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
What will make you successful for the role:
- Mandarin proficiency at close to native level – able to confidently support users on complex, written interactions related to financial and crypto products (reading & typing mandatory)
- 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 cryptocurrency products is a strong advantage
- Educational background in Finance, Economics, Mathematics, Business Administration, or other analytical / STEMrelated fields is preferred
- Strong numerical acumen with attention to detail and comfort working with figures, data, and statistics
- Passion to develop knowledge and a longterm career in fintech / cryptocurrency trading firms
- Team player, committed and selfdriven, with the ability to respond positively and professionally to user requests
- Ability to perform 5 days shift work, including weekends and public holidays (8am–5pm / 4pm–1am / 12am–9am)
- Willingness to work onsite during day shifts and from home during night shifts, according to the hybrid model (office location: Regus, 1 Sentral, Level 16, Jalan Stesen Sentral 5, KL Sentral, 50470 Kuala Lumpur, Office No. 1602)
- Legal work authorisation in Malaysia is required
Sounds good Find out what you can get:
- Exposure to a global cryptocurrency leader (Bybit), supporting an international user base
- A challenging fintech environment where accuracy, learning, and initiative are encouraged
- Opportunity to develop valuable expertise in cryptocurrency trading platforms and financial products
- International exposure and collaboration with distributed, multicultural teams
- Competitive compensation and 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
We take pride in our approach to diversity, as we believe it adds value to every organization and enriches each of our lives. We are committed to the fair treatment of our staff, regardless of race, gender, religion, sexual orientation, responsibility for dependents, age, physical or mental disability, or background.
