Job Description
The position is for a Subject Matter Expert (SME) - Business Process Specialist. The role involves deep expertise in the product logic and operational mechanisms across various business lines of the platform, with continuous tracking and updating of the business knowledge system. The specialist will independently oversee the implementation of new business processes within the customer service department, ensuring smooth support processes and timely responses post-launch. Responsibilities also include writing, maintaining, and iterating Standard Operating Procedures (SOPs) and knowledge base documentation to ensure accuracy, usability, and alignment with actual needs. Monitoring and analyzing core service metrics to produce insightful reports with actionable recommendations is another key aspect. The role requires systematic collection and analysis of Voice of Customer (VOC) data to identify critical pain points and collaborate with product, operations, and technical teams to drive improvements. Additionally, the specialist will design and implement efficiency-enhancing strategies, including the adoption of intelligent tools and workflow optimizations, to boost overall customer service team productivity. Close collaboration with operations, product, and technical teams is essential to continuously improve user experience.
Key Responsibilities
- Master the product logic and operational mechanisms of various business lines, continuously updating the business knowledge system.
- Independently manage the implementation of new business processes in the customer service department, ensuring smooth support and timely responses.
- Develop, maintain, and iterate Standard Operating Procedures (SOPs) and knowledge base documentation for accuracy and usability.
- Monitor and analyze core service metrics, producing reports with actionable insights.
- Collect and analyze Voice of Customer (VOC) data to identify key pain points and collaborate with cross-functional teams for improvements.
- Design and implement strategies to enhance efficiency, including intelligent tools and workflow optimizations.
- Work closely with operations, product, and technical teams to drive continuous user experience improvements.
Job Requirements
- Bachelor's degree or higher, preferably in a related field.
- Minimum of 2 years of experience in the crypto industry.
- Proficiency in both Chinese and English for professional communication.
- Prior experience in business process management and optimization is preferred.
- Strong problem-solving and communication skills.
- Ability to work independently and collaboratively in a high-pressure, fast-paced environment.
Benefits
The position offers competitive compensation and comprehensive insurance coverage. Additional benefits include team-building activities, health check-ups, birthday perks, and holiday gifts, among others.
