---
title: 'Customer Support and Risk Operations Agent at Citcon'
canonical: 'https://feeny.ai/job/customer-support-and-risk-operations-agent-citcon-malaysia-q1k4nsnv1pwn'
type: 'job'
last_seen: '2026-09-11'
---

# Customer Support and Risk Operations Agent at Citcon

- **Company:** Citcon
- **Location:** Malaysia
- **Employment:** full-time
- **Work type:** hybrid
- **Posted:** 2024-03-06
- **Last confirmed live:** 2026-09-11
- **Apply:** https://jobs.lever.co/citcon/eb74b54a-ffd2-4418-961b-2fc2912f4e1b

## Job description

Founded in 2015, Citcon’s fintech platform enables seamless global commerce at-scale by connecting the world’s businesses with more than 100+ mobile wallets, local and alternative payment methods. Citcon is one of the fastest-growing payment platforms and services some of the world’s biggest brands, safely and securely processing billions of dollars of transactions for merchants worldwide.

Citcon is backed by leading global investors, Norwest Venture Partners, Cota Capital, Sierra Ventures, EastWest Bank, and Sonae IM.   The company has five regional offices in the US, Canada, Europe and Asia to service its global clientele. Learn more at https://www.citcon.com.

We are seeking a dedicated and detail-oriented Customer Service and Risk Operations Executive to join our team. In this role, you will be responsible for managing customer inquiries and resolving issues in a timely and efficient manner, while also assessing and mitigating risks associated with our operations. The ideal candidate will have a strong background in customer service and risk management, excellent communication skills, and the ability to thrive in a fast-paced environment.

## Responsibilities

- Handle customer/vendor inquiries and complaints via phone, email, chat, and other channels, providing prompt and courteous assistance.
- Assist in Tier 1 tech support to identify and troubleshoot basic inquiries.
- Collaborate with cross-functional teams, including but not limited to Tech team , Compliance and Risk  to ensure customer inquiries are resolved.
- Manage and update Chargeback and Dispute request for both Merchants and Partners Investigate and resolve customer issues, escalating complex cases to the appropriate teams or management as needed.
- Monitor customer interactions and transaction data to identify & escalate  potential risks and fraudulent activities.
- Work in rotational shifts including weekends and public holidays to provide 24/7 support to meet operational needs
- Participate in special projects and initiatives as assigned by management.

## Qualifications

- Bachelor's degree/Diploma or more than 3 years of working experience in a similar field
- 2 years of experience in customer service and/or risk management, preferably in the payments or fintech
- Bilingual Mandarin & English preferred
- Strong communication and interpersonal skills, with the ability to interact effectively with customers and internal stakeholders.
- Excellent problem-solving and decision-making abilities, with a keen attention to detail.
- Experience with customer relationship management systems like Fresh Desk and risk management software is a plus.
- Ability to work independently and collaboratively in a team environment, managing multiple priorities and deadlines effectively.
- Experience in using tools such as dashboards and fraud/ case management consoles
- Strong analytical skills, with the ability to analyze data and identify trends and patterns.
- Ability to use SQL or other database tools is not required, but a plus

## About Citcon

## Company Overview
- **One-liner**: Citcon simplifies global payments by providing a unified platform that connects merchants to over 100 digital wallets, credit cards, and alternative payment methods through a single API.
- **Entity Type**: Private (Series C funding, 7 rounds, total $52.8M)
- **Headquarters**: Santa Clara, California, United States (Silicon Valley)
- **Founded**: 2015
- **Founders**: Casey Bullock (CEO) and Wei Jiang (Co-Founder, President & COO)

## Core Business
- **Primary industry**: Financial Services (Fintech / Payment Processing)
- **Target customers**: B2B, primarily global enterprise brands in retail, travel, hospitality, e-commerce, and luxury goods (e.g., Nordstrom, Macy’s, MGM Resorts, Hyatt, L’Oréal)
- **Mission or purpose**: “Simplifying payments to grow your business globally” by removing fragmentation and enabling seamless cross-border and in-store payments.

## Products & Services
- **Unified Payment API**: A single integration that accepts 100+ payment methods—digital wallets, BNPL, cards, and local alternative payments—online, in-app, and in-store.
- **Digital Wallets**: Connects to leading wallets (e.g., Alipay, WeChat Pay, PayPal) for mobile-first shoppers.
- **BNPL (Buy Now, Pay Later)**: Supports major BNPL providers to boost conversion and average order value.
- **Cards**: Accepts all major card schemes with built-in fraud protection.
- **Global Payouts**: Enables fast, reliable cross-border payouts to partners, vendors, and users.
- **Dual Pricing**: Displays prices in multiple currencies to cater to international customers.
- **Travel & Hospitality Solutions**: Specialized features for airlines, hotels, and booking platforms to accept local wallets globally.

## Market Standing
- **Valuation/Market Cap**: Not publicly available (private company)
- **Key Metric**: Annual Revenue ~$11.2M (latest available); Total Funding $52.8M (last round: $30M Series C in Oct 2021 led by Cota Capital and Norwest Venture Partners)
- **Notable Investors/Partners**: Norwest Venture Partners, Cota Capital, Sierra Ventures, EastWest Bank, Sonae IM
- **Growth Signals**: 11,612 LinkedIn followers (+8.8% YoY); processes billions of dollars in transactions annually; serves top-tier global brands across travel, retail, and e-commerce; workforce distributed across 5 countries (US, Canada, China, Colombia, Brazil); offices in San Jose, Europe, and Asia.

## Competitive Advantages
- **Single API, global reach**: Eliminates need for multiple integrations, local acquirers, or custom builds—go live in 1-4 weeks.
- **100+ payment methods**: Aggregates digital wallets, BNPL, and local methods in one platform, boosting conversion for merchants.
- **Proven enterprise trust**: Signed by major brands like Nordstrom, Macy’s, MGM, Hyatt, L’Oréal, and Samsonite.
- **Compliance & localisation**: Built-in support for local currencies and regulatory requirements (PCI DSS, etc.).

## Strategic Focus
- **Global expansion**: Continue adding local payment methods and entering new geographies, especially in Asia, Europe, and the Americas.
- **Travel & hospitality vertical**: Deepen offerings for airlines, hotels, and ticketing platforms.
- **Dual pricing & payouts**: Extend multi-currency features and payout capabilities to serve global marketplaces.

## Why Work Here
- **Culture & Mission**: Join a “passionate team transforming payments worldwide” in a fast-growing fintech with a collaborative, innovation-driven environment.
- **Hybrid/Remote**: Corporate roles (e.g., Customer Support & Risk Operations Agent) listed as hybrid, with remote flexibility depending on location; global team spans multiple time zones.
- **Benefits & Growth**: Employer rating 3.9/5 from 54 reviews; strong career rating (3.8), culture (3.6); opportunities to work with global brands and cutting-edge payment technology.
- **Engineering Culture**: Emphasis on minimal integration effort, powerful APIs, and continuous platform development; leadership includes VP of Engineering Yan Zhang and SVP Head of Platform Diana Huang.

## Sources
1. [citcon.com](https://www.citcon.com/) – Official website, product and solutions overview
2. [citcon.com/about](https://www.citcon.com/about) – Leadership team, company history, and client list
3. [citcon.com/company/careers](https://www.citcon.com/company/careers) – Careers page and company values
4. [linkedin.com/company/citcon](https://www.linkedin.com/company/citcon) – LinkedIn company profile with headcount, revenue, funding, and employee reviews
5. [jobs.lever.co/citcon](https://jobs.lever.co/citcon?team=Corporate) – Active job listings (e.g., hybrid role in Malaysia)

## Other roles at Citcon

- [Vice President of Finance](https://feeny.ai/job/vice-president-of-finance-citcon-united-states-1e9rfp03s7f8) — United States