{"id":3479457,"url":"https://alion.io/job/fasset-customer-support-analyst","title":"Customer Support Analyst","company":{"id":48734,"name":"Fasset","domain":"fasset.com","url":"https://alion.io/company/fasset","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"BambooHR","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Kuala Lumpur, Malaysia"],"countries":["MY"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-29T19:46:17Z","employer_posted_date":"2026-10-29","last_verified_at":"2026-10-30T21:47:13Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"About Fasset\nAt Fasset, we believe your money should answer to you. We are a banking and investment platform built around a simple idea: more people should have access to the financial system, regardless of where they live. We are building the global financial system for ownership, one that moves what you earn into what you own, so that what you can own is never decided by where you were born.\nWe operate across emerging markets, with a particular focus on the Middle East, Asia and Africa. Founded by Mohammad Raafi Hossain and Daniel Ahmed, Fasset has become a company valued at $1 billion and holds regulatory approvals across markets including the UAE, Indonesia, Malaysia, the EU, Türkiye and Pakistan.\nWe are a fast-moving, global team scaling a regulated platform across multiple markets. Our culture runs on HEART: Humble Curiosity, Enthusiasm, Act Like Owners, Raise the Bar, and Tenacity. And we hold one simple view about the people who join us: the owners arrive early.\nAbout the role\nYou are the voice of Fasset when a customer needs us most. AI handles the routine questions, so you take the conversations that need a person: the upset customer, the card declined abroad, the transfer that hasn't arrived. You own each case from first contact to resolution, and you leave every customer clearer and calmer than you found them. You'll work a consistent shift on a team that covers customers around the clock, including nights and weekends.\nLocation\nDay shifts (Onsite - KUL Office)\nNight & Late shifts (Remote)\nWhat you'll do\nAnswer customer calls, chats and emails, and resolve them on first contact wherever possible\nOwn each case from first contact to resolution, including when it moves to another team or partner. You keep the customer updated throughout and share the final outcome yourself.\nTurn frustrated customers into confident ones, especially when money, cards, or account access is involved\nHelp customers with cards, deposits, withdrawals, transfers, and identity verification\nWork alongside AI tools every day: review AI-drafted replies, step in where AI can't, and flag where it gets things wrong\nFollow our procedures, and escalate with a clear ask when a case falls outside them\nSpot the patterns behind repeat contacts and log them so the root cause gets fixed\nKeep help articles and saved replies accurate\nVerify each customer’s identity before discussing or acting on their account\nLog and categorize every complaint accurately, so it’s tracked within our service timelines\nPut security issues, suspected scams and possible loss of funds ahead of everything else\nTreat every customer fairly and consistently, with extra care for customers who may be vulnerable\nWhat you'll bring\nMust have\nExcellent spoken and written English, clear and confident on the phone\n18 months or more in a customer-facing support role, ideally in fintech, banking, payments or crypto\nEmpathy and calm judgment with upset customers\nThe ability to explain complex things simply\nSpeed with a high attention to detail\nComfort learning new tools fast, including AI tools\nAvailability for a consistent shift, including nights or weekends where needed\nNice to have\nExperience handling formal complaints in a regulated financial services business\nExperience with cards, chargebacks or international transfers\nExperience with identity verification\nExperience with help desk software\nJapanese, Korean, Arabic, Indonesian, Malay, or Spanish\nNot a 100% match? We'd still love to hear from you. We hire for potential and HEART, not a checklist, so apply if the mission excites you.\nWhat we offer\nOwnership from day one. High-trust, high-ownership culture where you get room to act like an owner and the support to raise the bar.\nCompetitive package, benchmarked across our markets and reviewed as you grow.\nA real path forward through Grow with Fasset (#GwF), our L1-L7 progression framework with both IC and Manager tracks.\nGlobal exposure working alongside a team spread across seven markets, solving problems that matter for emerging economies.\nLearning and development support to keep growing your craft.","description_format":"text","description_chars":4110,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Cryptocurrencies","Crypto Exchanges","Asset Tokenization"],"lifecycle":[{"event":"open","at":"2026-10-29T19:46:17Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":131,"reasons":["conf:1","win:early"],"computed_at":"2026-10-30T05:48:23Z"},"pay":null,"html_url":"https://alion.io/job/fasset-customer-support-analyst","json_url":"https://alion.io/job/fasset-customer-support-analyst.json","meta":{"generated_at":"2026-10-31T00:40:21Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":901,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-01T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":48734},"rest":"https://alion.io/mcp/rest/get_company?id=48734"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ffasset-customer-support-analyst"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ffasset-customer-support-analyst"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ffasset-customer-support-analyst"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/fasset-customer-support-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ffasset-customer-support-analyst"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3479457}},{"tool":"search_jobs","arguments":{"company":"fasset.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3479457},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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