Job Description
As a Customer Support Specialist, you will be responsible for handling daily user inquiries and resolving issues across multiple channels including online chat, ticketing systems, and email. You will play a key role in managing complex cases, customer complaints, and exceptional scenarios by coordinating with internal teams to ensure timely resolutions. Additionally, you will analyze recurring issues and user feedback to continuously optimize service processes and response strategies, thereby enhancing service efficiency and user satisfaction.
Your responsibilities will also include establishing and improving customer service SOPs, knowledge bases, and service standards. You will assist in compiling customer service-related data, generating problem summaries, and providing optimization recommendations. As the business grows, you will contribute to building and managing the customer support team.
Key Responsibilities
- Handle daily user inquiries via online chat, ticketing systems, and email
- Follow up on complex issues, complaints, and exceptional cases, coordinating with internal teams for resolution
- Analyze high-frequency issues and user feedback to optimize service processes and response strategies
- Develop and refine customer service SOPs, knowledge bases, and service standards
- Assist in compiling customer service data and generating reports with improvement suggestions
- Support the expansion and management of the customer support team as the business scales
Job Requirements
- Minimum 3 years of customer service experience, preferably in Web3, payment, or financial industries
- Ability to balance frontline support execution with process improvement initiatives
- Strong communication and coordination skills with a service-oriented mindset
- Capable of independently handling complex issues and customer complaints
- Highly responsible, proactive, and adaptable to fast-paced startup environments
- Basic data analysis and problem-solving skills
- Proficiency in written communication with international clients
Benefits
To be discussed during the interview process.
