Job Description
Position Title: Customer Service Business Process Specialist
This role is designed for a proactive professional who will drive operational excellence in customer service processes. The specialist will serve as the bridge between business operations and customer support teams, ensuring seamless service delivery and continuous improvement.
Key Responsibilities
- Develop deep expertise in platform product logic and operational mechanisms across all business lines, maintaining up-to-date knowledge systems.
- Lead the implementation of new business initiatives within the customer service department, ensuring smooth support processes post-launch.
- Create, maintain, and optimize Standard Operating Procedures (SOP) and knowledge base documentation to ensure accuracy and usability.
- Monitor and analyze core service metrics, producing insightful reports with actionable recommendations.
- Systematically collect and analyze Voice of Customer (VOC) data to identify key pain points and collaborate with cross-functional teams for improvements.
- Design and implement efficiency enhancement strategies including intelligent tool deployment and workflow optimization.
- Collaborate closely with operations, product, and technical teams to drive continuous user experience improvements.
Job Requirements
- Bachelor's degree or above, preferably in related fields
- Minimum 2 years experience in crypto industry operations
- Full professional proficiency in both Chinese and English
- Prior experience in business process management/optimization preferred
- Excellent problem-solving and communication skills
- Ability to work independently and collaboratively in fast-paced, high-pressure environments
Benefits
Competitive salary package with flat organizational structure - direct reporting line to company leadership
Opportunity to work at the forefront of crypto industry innovation with significant growth potential
Comprehensive benefits package including professional development opportunities
