Customer Support Specialist (Live Chat)

About the Role

At UR Bank, we are a fast-growing crypto neobank launching out of Asia, with a mission to redefine the future of finance on-chain.

We're looking for a highly motivated and customer-centric individual to join our Customer Experience team as a Live Chat Support Specialist. In this role, you'll serve as the front line for customer interactions — providing prompt, accurate, and empathetic support through our live chat and email channels. You'll help users navigate our platform, resolve issues efficiently, and act as the voice of the customer by relaying insights back to the team.

This isn't just a support role — it's about shaping user trust in a high-growth fintech and blockchain environment.

Key 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.

Qualifications

• 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

Nice to Have

• Hands-on experience with Zendesk, Intercom, or similar CRM/ticketing tools.

• Exposure to Web3, DeFi, or blockchain ecosystems.