jay115
Customer Support Specialist
Senior Customer Support & Operations Specialist with 6+ years of hands-on experience in high-volume platforms, payout review, anti-fraud operations, and team leadership.
Proven track record in managing complex payment disputes, de-escalating high-conflict customer cases, and moderating Telegram/Discord communities. Adaptable and fast learner with a strong practical focus on workflow optimization, risk mitigation, and driving high CSAT in 24/7 remote environments.
Seeking full-time remote roles in Web3 / Fintech:
• Customer Support Specialist / Operations
• Risk & Payout Reviewer / Compliance
• Community Manager / Moderator
Proven track record in managing complex payment disputes, de-escalating high-conflict customer cases, and moderating Telegram/Discord communities. Adaptable and fast learner with a strong practical focus on workflow optimization, risk mitigation, and driving high CSAT in 24/7 remote environments.
Seeking full-time remote roles in Web3 / Fintech:
• Customer Support Specialist / Operations
• Risk & Payout Reviewer / Compliance
• Community Manager / Moderator
Experience: 6 years
Yearly salary: $28,000
Hourly rate: $15
Nationality: 🇲🇾 Malaysia
Residency: 🇲🇾 Malaysia
Experience
Customer Support Specialist
Flare Quest Sdn. Bhd. 2025 - 2026
• Managed and resolved high-volume customer inquiries efficiently, delivering professional, high-touch support and rapid issue resolution. • Optimized daily customer service workflows and ticketing channels to ensure rapid logging, tracking, and escalation of critical feedback to cross-functional teams. • Collaborated cross-functionally with technical and product operations to de-escalate complex user issues, driving overall customer satisfaction (CSAT).
Customer Support Specialist
HTD Sdn. Bhd. 2024 - 2025
• Managed and resolved complex customer transaction issues relating to deposit and withdrawal anomalies in a fast-paced environment. • Leveraged deep payment system expertise to identify, investigate, and reconcile transactional discrepancies promptly and accurately. • Coordinated closely with technical and finance departments to streamline payout processes and improve resolution turnaround times.
Payout Reviewer
TC Gaming 2024 - 2024
• Mastered proprietary payment and risk management systems to ensure accurate, compliant, and timely transaction processing. • Mitigated financial risks and anti-fraud exploits by rigorously reviewing high-volume payout transactions and flagging suspicious user activities. • Facilitated seamless communication between users and the finance department to resolve complex payment disputes and verification checks.
Freelance Sales & Community Manager
Hambit 2023 - 2024
• Executed user acquisition strategies, converted leads into active platform users, and managed customer relationships to boost retention and brand awareness. • Moderated Telegram and Discord communities, maintaining high engagement, enforcing guidelines, and providing prompt answers to community inquiries. • Gathered direct user feedback on features and bug reports, collaborating with team members to enhance platform usability and service quality.
Senior Customer Service Representative
Mister Mobile Pte Ltd 2022 - 2022
• Delivered comprehensive customer support across multi-channel platforms, ensuring prompt, accurate, and professional issue resolution. • Managed order processing, customer inquiries, and device repair requests, optimizing workflow efficiency and customer satisfaction. • Handled customer feedback and de-escalated complex disputes in accordance with company service standards and operational guidelines.
Customer Service Team Lead
Chain Tech Sdn. Bhd. 2020 - 2021
• Promoted to leadership role based on consistent problem-solving capabilities, high operational standards, and strong communication skills. • Enhanced shift performance and reduced ticket response times through the implementation of optimized daily team workflows and shift schedules. • Mentored and coached team members on advanced conflict resolution, customer relationship management, and high-stress incident handling.
Skills
customer-support
english
chinese-mandarin
malaysian