Job Description
Position: Customer Service Supervisor (Prediction Market / Contract Exchange)
Work Mode: Remote
Salary Range: $2,000–$4,000 USD per month
Highlights: This role is with a globally leading prediction market exchange, and outstanding employees may receive Token Bonus incentives.
Key Responsibilities
- Independently manage daily customer service operations related to prediction markets and contract trading, addressing user inquiries regarding transactions, accounts, deposits/withdrawals, and platform usage through the customer service system, providing professional and timely support to users across different regions.
- Handle complex complaints, trading anomalies, and urgent issues independently, accurately assessing user needs and problem nature, and executing user reassurance, explanation of causes, preliminary troubleshooting, issue escalation, and follow-up to reduce repeat complaints and enhance user satisfaction.
- Develop an in-depth understanding of platform product rules and business logic, proactively researching and identifying issues by combining user descriptions, transaction records, product rules, and relevant data, and proposing actionable solutions rather than merely collecting and forwarding problems.
- Collaborate with product and development teams, compiling user issues into clear, comprehensive, and reproducible problem descriptions or product requirements, providing necessary background information and preliminary judgments, and continuously tracking troubleshooting, scheduling, and resolution progress while updating users on outcomes.
- Oversee the setup and ongoing optimization of customer service systems, ticket categorization, standard scripts, knowledge bases, and SOPs; regularly analyze customer service data and high-frequency issues to drive improvements in product experience and service processes, and participate in hiring, training, and team building as the business expands.
Job Requirements
- Relevant industry experience in customer service: Prior experience in contract exchanges, cryptocurrency trading platforms, or fintech product support, with the ability to independently handle daily inquiries, trading issues, complex complaints, and emergencies. Experience with prediction market products is a plus.
- Familiarity with contract trading and product mechanisms: Understanding of common scenarios such as orders and executions, margin, leverage, liquidation, funding rates, take-profit/stop-loss, and P&L calculations, with strong product comprehension, problem analysis, and issue replication skills to trace problem chains and make preliminary judgments.
- Experience in customer service system development: Proficiency with mainstream customer service and ticketing systems like Zendesk, Intercom, or LiveChat, and the ability to independently design and optimize service processes, knowledge bases, standard scripts, and SOPs. Candidates with experience in building customer service systems from scratch, team management, or staff training are preferred.
- Strong collaboration and execution skills: Expertise in complaint resolution, cross-departmental communication, and project follow-up, with the ability to work efficiently with product, development, and operations teams to proactively drive solutions and take ownership of outcomes.
- Excellent overall qualities: Strong learning ability, resilience, sense of responsibility, and adaptability to remote collaboration and fast-paced business environments. Proficiency in English, Traditional Chinese, or other languages to support multilingual user services is a plus.
Benefits
Outstanding employees may receive Token Bonus incentives.
