Customer Experience Associate - Bangladesh/Pakistan
TLDR
Provide multichannel customer support for a fintech platform, resolving onboarding, KYC, transactions and wallet issues while improving knowledge base and meeting SLA/CSAT targets.
About Fasset
Fasset is building the infrastructure layer for the future of finance across the Morocco-to-Malaysia corridor operating at the intersection of stablecoins, cross-border payments, real-world assets, banking infrastructure, embedded finance, and operational intelligence systems. Our mission is simple: to expand economic dignity through accessible, interoperable, and intelligent financial systems.
Fasset's Own Network is a unified interoperable infrastructure layer connecting banks, telcos, payment service providers, remittance companies, liquidity venues, wallets, on/off ramps, compliance infrastructure, and tokenized asset endpoints into a programmable financial network.
Today, it supports stablecoin-powered settlement, multi-currency banking rails, tokenized asset distribution, programmable treasury movement, stablecoin–fiat infrastructure, cross-border remittance, and card/wallet infrastructure across 125+ countries.
Role Overview
We are hiring a Customer Support Agent to be the frontline of Fasset's customer experience in Bangladesh or Pakistan.
Responsibilities
- Handle inbound queries via live chat, email, and social media professionally.
- Resolve issues related to onboarding, KYC, transactions, cards, and wallets.
- Escalate complex issues to the relevant internal teams.
- Document interactions and contribute to the knowledge base.
- Identify recurring issues and provide feedback to Product and Operations.
- Meet SLA, CSAT, and resolution-time targets.
Requirements
- 1-2 years of customer support experience in fintech, banking, or consumer tech.
- Excellent communication in English and local language(s) of Bangladesh.
- Patient, empathetic, and solutions-focused.
- Experience with Zendesk, Freshdesk, or Intercom.
- Able to work flexible hours on a rota basis.
Nice to Have
- Experience supporting crypto or payments products.
- Familiarity with KYC/AML processes.
Fasset is a financial services startup that bridges the gap between digital assets and traditional retail banking. Designed for high-net-worth individuals, it specializes in wealth management through a robust digital platform.