Job Description
We are seeking a dedicated Customer Service Operations Manager to oversee and enhance our customer support operations. This role involves developing efficient processes, managing teams, and ensuring exceptional service delivery to our global user base.
Key Responsibilities
- Lead overall customer service operations: Establish workflows, standards, and team management protocols
- Actively participate in daily support tasks, handling high-priority or complex user issues
- Collaborate with product, technical, and security teams to quickly identify and resolve problems
- Develop knowledge bases, FAQs, and automated customer service systems to improve response efficiency
- Analyze user feedback and operational data to drive continuous improvement in customer experience
- Engage in community communications (Telegram/Discord/X) to maintain consistent information dissemination
Job Requirements
- Minimum 3 years of customer service or operations experience, with at least 1 year in team leadership
- Fluent English proficiency with ability to support global users in both English and Chinese (additional languages a plus)
- Solid understanding of DeFi fundamentals including DEXs, wallet connections, and liquidity pools
- Prior experience in Web3/crypto customer service or community support preferred
- Strong sense of responsibility and user empathy with willingness to solve problems hands-on
Benefits & Perks
- Full remote work with flexible scheduling
- Work visa sponsorship available in select locations
- Annual team retreats and company trips
- Standard weekends off and official holiday observance
- Year-end/performance/project bonuses
- Profit-sharing opportunities for select positions
