Customer Support Representative - FX

Job Summary

Key Responsibilities

• Respond to customer inquiries via live chat, email in a timely and professional manner during assigned shifts.
• Troubleshoot and resolve issues related to deposits, withdrawals, account, and trading.
• Monitor real‑time system alerts and operational dashboards; escalate critical issues to the appropriate internal teams.
• Process routine operational tasks such as KYC verification, transaction checks, and account updates.
• Identify and flag unusual or suspicious activity (e.g., unauthorized withdrawal requests, wallet address changes) following company protocols.
• Maintain accurate records of customer interactions, issues resolved, and follow‑up actions taken.
• Collaborate with other on‑site support staff and relevant departments to ensure seamless case resolution and handover between shifts.
• Stay updated on product features, policies, and security procedures to provide accurate information to clients.
• De‑escalate frustrated or difficult customers with patience, empathy, and a solution‑oriented mindset.

Required Qualifications & Skills

• Proven experience in customer support, operations, onboarding or a similar role (preferably in fintech, trading, or financial services).
• Excellent written and verbal English communication skills.
• Committed to working on‑site during regular shift.
• Consistently shows up on time and meets shift expectations.
• Takes ownership of tasks and follows through without reminders.
• Clearly and professionally interacts with both customers and internal teams.
• Collaborates effectively with colleagues for smooth shift handovers and team support.
• Maintains consistent performance, emotional stability, and professionalism over time.
• Strong problem‑solving skills and attention to detail.
• Basic knowledge of cryptocurrency / forex / payment processes is a plus.
• Proficiency with support tools (e.g., Zendesk, or similar CRM)..