
Ur Bank: Customer Support Specialist
5 days ago
**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.
This isn't just a support role — it's about shaping user trust in a high-growth fintech and blockchain environment.
**Key Responsibilities**
- 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.
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