Client Service Analyst - P2P

Location: APAC - Remote; 5-day shift work including weekends and public holidays, with shifts from 8am-5pm, 4pm-1am, or 12am-9am.

Company

A cryptocurrency exchange and digital financial platform serving users across trading, payments, wealth management, custody, institutional services, and Web3.

What you will do

• Support and professionally mediate or arbitrate customer disputes within the P2P market, focusing on risk mitigation.
• Investigate, monitor, and analyze customer transactions to identify suspicious behavior and patterns, prevent fraud, and reduce financial losses.
• Collaborate with Risk and Compliance teams to review flagged accounts, enforce risk control policies, and handle complex fraud-related appeals.
• Manage customer inquiries and complaints, provide efficient service, and explain risk-related actions clearly to users.
• Maintain strong knowledge of the platform, products, and general market conditions.
• Identify and escalate operational discrepancies, fraud trends, and situational risks while converting customer needs into constructive feedback and solutions.

Requirements

• 2–4 years of experience in customer service, risk management, fraud investigation, or Trust & Safety, with frontline operations training.
• Strong analytical ability and attention to numbers, statistics, and risk indicators.
• Good written and spoken communication skills for understanding buyer and seller perspectives, resolving disputes, and clearly explaining risk-related actions.
• Ability to multitask, prioritize, and work in a time-sensitive environment.
• Ability to work five-day rotating shifts, including weekends and public holidays.

Nice to have

• Background in Risk Control or Fraud Prevention.
• Experience in financial institutions or fintech, especially dispute resolution, conflict mediation, or Anti-Money Laundering.
• Knowledge of blockchain, cryptocurrency, and P2P payments.

Culture & Benefits

• Study Growth Fund supporting professional development and continuous learning.
• Internal team-building activities, workshops, and events.
• Collaboration with an international team.
• Career advancement opportunities and internal mobility.