Customer Support Specialist

Position Summary

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

1. Omnichannel User Support

• 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.
• Communicate clearly with users from different markets and explain processes in a simple, accurate and customer friendly manner.

2. Blockchain & Digital Asset Transaction Support

• 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.
• Explain platform transaction procedures and status without providing investment advice, price predictions, return guarantees or instructions outside approved support scope.

3. Account, KYC & Security Support

• 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.
• Recognise phishing, impersonation, social engineering attempts, suspicious account activity or potential fraud and escalate immediately to the relevant Risk/Compliance/Security team.
• Never request, collect or store users’ private keys, seed phrases or other prohibited security credentials.

4. Platform & WEB4.0 Ecosystem Support

• Support users across Yomi Kingdom’s digital entertainment ecosystem, including platform activities, interactive features, tasks, campaigns, rewards, membership functions and other supported services.
• Perform basic troubleshooting for website/app errors, loading issues, function failures, display problems and other user reported platform incidents.
• Identify widespread or recurring platform incidents, collect the required evidence and promptly escalate to Technical/Product/Operations teams.

5. Case Management & Internal Escalation

• Create complete and accurate case records, including user details, issue category, troubleshooting performed, supporting screenshots/data, escalation notes and final resolution.
• Prioritise urgent, security sensitive, transaction related and high impact cases according to internal service levels and escalation rules.
• Coordinate directly with Operations, Technical, Product, Payment/Finance, Risk, Compliance or other responsible teams to resolve complex cases.
• Follow up on escalated cases until an appropriate resolution or formal handover is completed, and communicate updates to users within the approved scope.

6. Customer Experience & Continuous Improvement

• Identify recurring user pain points, transaction issues, product confusion and service gaps, and provide structured feedback to improve processes and platform experience.
• Maintain professional, calm and solution focused communication when handling complaints, disputes or frustrated users.
• Maintain confidentiality of user information and comply with company policies, security requirements and applicable internal control procedures.

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.

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.

Pay: RM3,000.00 - RM5,000.00 per month

Work Location: In person