Get to know us

We are on a mission to revolutionise access to global financial opportunities through digital assets.

Hata, as a licensed digital asset platform that is regulated and supervised by both Securities Commission of Malaysia and the Labuan Financial Services Authority, provides innovative online spot trading to both retail and institutional clients globally to access opportunities in the digital asset space.

Our team is composed of experienced professionals from PwC, Luno, JP Morgan, Nokia, Huawei and Grab. Powered by our mission to provide the safest & most reliable gateway to access digital assets, we adopt a customer-first approach by operating a compliant platform that is safe and easy to use for our customers.

We have big dreams to achieve and providing a safe and easy to use platform for people in our region is merely the first step. If you have big ambitions, help build our new digital asset platform with us.

Get to know the role

We are seeking an ambitious and passionate Customer Support Operations Associate to join our team on the ground. At Hata, we are currently building the foundations of our Operations function, and we don’t view Support as just a "cost center" - we view it as the incubator for our future specialists and leaders.

Why this role matters

Because many of our functions are not yet fully established, you have a rare opportunity to help shape them. You will start by mastering the core of Customer Support, but the goal is for you to evolve as we scale. We offer two distinct growth paths based on your strengths:

• The Specialist Track: Upskill or evolve into roles that don’t even exist yet, such as Chatbot Specialist (designing automated flows), Fincrime Analyst (investigating fraud), or Payment Operations Specialist.

• The Leadership Track: As the team expands, we will need new leaders. High performers who are vocal, demonstrate ownership and people skills will have the opportunity to step up into Team Lead positions, managing the very functions you helped build.

The day-to-day activities

1. Frontline Resolution & Customer Experience

• Respond promptly and professionally to customer inquiries via phone, email, and live chat in English & Bahasa Malaysia.

• Diagnose and troubleshoot customer problems - whether it’s a login issue or a complex transaction query - and resolve complaints with empathy, accuracy and speed.

• Follow up with customers to ensure their issues are fully resolved and they are satisfied with the outcome.

2. Operational Excellence & Specialist Learning

• Deep Dive into Issues: Go beyond the surface. Investigate transaction failures or account flags, escalating complex issues to senior support, Leadership or the relevant teams when necessary.

• Record Keeping: Maintain detailed records of customer interactions, transactions, inquiries, and resolutions to ensure a clear audit trail.

• Account Management: Update customer accounts and ensure all KYC (Know Your Customer) and profile information is accurate and compliant.

3. Process Improvement & Future-Building

• Help Build the Playbook: Since we are still establishing our functions, you will help identify gaps in our processes. If you notice a repeated query, suggest a fix, process or a new FAQ.

• Identify Automation Opportunities: Spot areas where we can improve. If you see a pattern that a bot could handle, your insights could lead to the development of our future automation or Chatbot workflows.

• Continuous Learning: Actively participate in training sessions on Fincrime typologies, Payment flows, and Product updates to stay ahead of the curve.

The nice-to-haves

• Curiosity for Fintech: You have a genuine interest in learning how payments, crypto, or digital finance works behind the scenes.
  

• "Builder" Mindset: You are comfortable with ambiguity. You don't need a perfect manual to get started; you are excited to help write the manual with us.
  

• Tech-Savviness: Familiarity with customer support software (e.g., Zendesk, Intercom) is a plus.

• Independent Problem Solver: You can work independently, communicating effectively with your team leader to solve enquiries without needing constant hand-holding.
  

Qualifications

• Language Proficiency: Excellent command of written and spoken English and Bahasa Malaysia. (Proficiency in Mandarin or other languages are an added advantage).

• Education: SPM, Diploma, or Bachelor's degree in Business, Management, Finance, Hospitality, or a related field.
  

• Experience:
  - Fresh graduates are highly encouraged to apply- we are ready to train the right mindset.
  - Candidates with 1- 3 years of experience in Customer Support, Banking, or Operations are also welcome.

If you are interested in joining Hata, please send your resume to

careers@hata.io