Customer Support at Bitget

Job Description

Key Responsibilities

• Lead and manage a team of customer service professionals, providing guidance, training, and performance evaluations
• Develop and maintain comprehensive customer service protocols to ensure consistency and quality across all touchpoints
• Coordinate with product development, technical support, and marketing teams to resolve complex user issues
• Monitor and analyze customer feedback to identify trends, areas for improvement, and opportunities for innovation
• Implement technology solutions to automate routine tasks and enhance the customer service experience
• Collaborate with senior management to set service standards and drive continuous improvement initiatives
• Manage day-to-day operations, including scheduling, resource allocation, and team performance tracking
• Act as a liaison between customers and internal teams to ensure effective communication and problem resolution
• Develop training programs to improve team members' skills in customer service, communication, and technical support
• Ensure compliance with company policies, data privacy regulations, and service level agreements

Job Requirements

• Proven experience as a team leader or manager in customer service or related fields (minimum 3 years)
• Fluency in both Chinese and English, with strong written and verbal communication skills
• Excellent problem-solving abilities and analytical mindset to address complex customer issues
• Proficiency in customer service software, CRM systems, and communication platforms (e.g., Zendesk, Freshdesk, Telegram)
• Strong organizational skills to manage multiple tasks, prioritize work, and maintain operational efficiency
• Ability to analyze data and metrics to identify process improvements and performance trends
• Experience with process optimization techniques and knowledge of quality assurance methodologies
• Excellent interpersonal skills to build rapport with customers and collaborate with internal teams
• Leadership experience in fostering a positive team environment and driving employee development
• Ability to work under pressure and maintain composure during high-volume customer interactions
• Strong attention to detail to ensure accurate resolution of customer inquiries and issue tracking
• Knowledge of customer service best practices and industry standards for service excellence
• Experience with cross-cultural communication and understanding of diverse customer needs
• Ability to adapt to changing business requirements and implement new service strategies

Qualifications

• Bachelor's degree in Business Administration, Communications, or related field (preferred)
• Proven track record of improving customer satisfaction scores and reducing response times
• Experience with customer service metrics such as CSAT, NPS, and SLA compliance
• Knowledge of customer service automation tools and AI technologies for support optimization
• Ability to lead team performance reviews and implement improvement plans
• Strong leadership skills with experience in managing remote or hybrid teams
• Excellent time management abilities to handle multiple priorities simultaneously
• Ability to develop and execute customer service training programs
• Knowledge of customer service compliance regulations and data security protocols
• Experience with customer service reporting and analytics tools
• Strong decision-making skills to resolve escalated customer issues
• Ability to mentor and coach team members to achieve personal and professional growth
• Experience with customer service budget management and resource planning
• Knowledge of customer service KPIs and performance measurement techniques