Customer Support Analyst

About Fasset

At 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.

We 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.

We 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.

About the role

You 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.

Location

• Day shifts (Onsite - KUL Office)

• Night & Late shifts (Remote)

What you'll do

• Answer customer calls, chats and emails, and resolve them on first contact wherever possible

• Own 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.

• Turn frustrated customers into confident ones, especially when money, cards, or account access is involved

• Help customers with cards, deposits, withdrawals, transfers, and identity verification

• Work alongside AI tools every day: review AI-drafted replies, step in where AI can't, and flag where it gets things wrong

• Follow our procedures, and escalate with a clear ask when a case falls outside them

• Spot the patterns behind repeat contacts and log them so the root cause gets fixed

• Keep help articles and saved replies accurate

• Verify each customer’s identity before discussing or acting on their account

• Log and categorize every complaint accurately, so it’s tracked within our service timelines