Job Description

This role follows a hybrid model — day shifts are office‑based, while night shifts are performed remotely.

As a Customer Support Representative, you will play a key role in delivering an exceptional customer experience for Bybit, one of the world’s leading cryptocurrency trading platforms, as part of a global project delivered by Conectys.

You will be at the frontline of customer interactions, supporting users through live chat and email, while helping ensure smooth daily operations and continuous service improvement within a fast‑paced fintech / crypto environment. This role requires accuracy, analytical thinking, and a genuine interest in financial markets and crypto‑currency products, while offering space for learning, growth, and long‑term career development.

With over 3,000 employees across multiple sites worldwide, Conectys is one of the fastest growing BPOs on the market, delivering multilingual outsourcing services to customers across Fintech, Gaming and Entertainment, Consumer Electronics, Healthcare, and many more. Here at Conectys, we work together to support each other in a common interest, making our customers’ success our own success.

Within your role, you will:

• Assist customers with inquiries via live chat or email, in Japanese and English
• Ensure an efficient, accurate, and high‑quality customer service experience
• Be well equipped with the Bybit platform, products, and crypto‑market fundamentals, while keeping abreast of general market conditions
• Diligently manage and follow up on inquiries or complaints from current and prospective users
• Demonstrate a strong ability to understand customer needs and convert them into constructive feedback and suitable solutions for management
• Ensure frontline operations are smooth by flagging discrepancies, potential risks, or unusual situations to management in a timely manner
• Continuously seek improvements to enhance team performance, work efficiency, and overall operational processes

Job Requirements

 What will make you successful for the role:

• Japanese proficiency at close to native level - able to confidently support users on complex, written interactions related to financial and crypto products (reading & typing mandatory)
• Strong command of English, written and spoken
• Preferably 2–4 years of customer service experience, trained in frontline operations (Live Chat & Email)
• Experience working with financial institutions, fintech platforms, trading environments, or crypto‑currency products is a strong advantage
• Educational background in Finance, Economics, Mathematics, Business Administration, or other analytical / STEM‑related fields is preferred
• Strong numerical acumen with attention to detail and comfort working with figures, data, and statistics
• Passion to develop knowledge and a long‑term career in fintech / crypto‑currency trading firms
• Team player, committed and self‑driven, with the ability to respond positively and professionally to user requests
• Ability to perform 5 days’ shift work, including weekends and public holidays (8am–5pm / 4pm–1am / 12am–9am)
• Willingness to work onsite during day shifts and from home during night shifts, according to the hybrid model (office location: Regus, 1 Sentral, Level 16, Jalan Stesen Sentral 5, KL Sentral, 50470 Kuala Lumpur, Office No. 1602)
• Legal work authorisation in Malaysia is required

Sounds good? Find out what you can get:

• Exposure to a global crypto‑currency leader (Bybit), supporting an international user base
• A challenging fintech environment where accuracy, learning, and initiative are encouraged
• Opportunity to develop valuable expertise in crypto‑currency trading platforms and financial products
• International exposure and collaboration with distributed, multicultural teams
• Competitive compensation and benefits aligned with experience and shift patterns
• A growing project where your contribution and expertise are visible
• Developed Learning & Development programs to support your growth

We take pride in our approach to diversity, as we believe it adds value to every organization and enriches each of our lives. We are committed to the fair treatment of our staff, regardless of race, gender, religion, sexual orientation, responsibility for dependents, age, physical or mental disability, or background.

Skills