Customer Support Specialist

About the role

The Customer Support Executive provides frontline support to users across Yomi Kingdom's WEB4.0 digital ecosystem. The role combines customer communication with platform troubleshooting, account and security support, blockchain/digital asset transaction assistance, and structured escalation to internal teams. The objective is to resolve user issues accurately and efficiently while protecting account security, transaction integrity and the overall user experience.

Key responsibilities

• Respond professionally and promptly to user enquiries through live chat, messaging platforms, email and other designated support channels
• Guide users on account registration, login, profile settings, verification, platform navigation, product functions, campaigns, membership benefits and general platform usage
• Assist users with platform supported digital asset deposit and withdrawal enquiries, wallet address checks, transaction status, network selection, confirmations and transaction ID (TXID/Hash) verification
• Identify common transaction issues such as pending, failed or delayed transfers, incorrect or unsupported network selection, missing confirmations and platform side processing delays, and escalate according to procedure
• Support account verification and KYC related enquiries, including document status questions, verification failures and requests requiring further review
• Assist with account access, password reset, authentication, account lock and suspicious login concerns while following identity verification procedures
• Recognize phishing, impersonation, social engineering attempts, suspicious account activity or potential fraud and escalate immediately to the relevant Risk/Compliance/Security team
• Support users across Yomi Kingdom's digital entertainment ecosystem, including platform activities, interactive features, tasks, campaigns, rewards, membership functions and other supported services
• Create complete and accurate case records, including user details, issue category, troubleshooting performed, supporting screenshots/data, escalation notes and final resolution
• Identify recurring user pain points, transaction issues, product confusion and service gaps, and provide structured feedback to improve processes and platform experience

Job Requirements

• Diploma or above in Business, IT, Communications, Finance, Customer Experience or a related field; relevant practical experience may also be considered
• At least 1–2 years of customer support, online platform, fintech, payment, digital asset, blockchain or technology related experience is preferred
• Good written and spoken Mandarin Chinese and English. Bahasa Malaysia or additional languages are an advantage
• Basic understanding of blockchain concepts, digital wallets, wallet addresses, networks/chains, confirmations and TXID/transaction hash is strongly preferred
• Strong troubleshooting, logical thinking and case analysis ability, with attention to detail when handling account and transaction information
• Comfortable using customer support systems, ticketing/CRM tools, online communication platforms and internal knowledge bases
• Able to manage multiple cases, work under time sensitive conditions and follow escalation procedures accurately
• High integrity, confidentiality awareness and security sensitivity when handling user accounts, identity information and digital asset transactions
• Able to work according to roster or shift arrangements where required by business operations
• Experience with cryptocurrency exchanges, digital wallets, Web3/Web4.0 platforms, fintech, payment gateways or blockchain based products is preferred

Preferred Industry Knowledge

• Experience with cryptocurrency exchanges, digital wallets, Web3/Web4.0 platforms, fintech, payment gateways or blockchain based products.
• Familiarity with common user issues involving deposits, withdrawals, KYC, account security, transaction confirmation and blockchain network selection.
• Experience supporting cross border or multilingual users in a fast moving digital platform environment.