Job Description:
Job Summary:
We are seeking a highly motivated and experienced Senior Customer Support Specialist to join our Escalations Team. In this critical role, you will be responsible for handling complex, sensitive, and escalated customer inquiries and issues. You will act as a key point of contact for resolving challenging cases, managing customer complaints, and facilitating swift resolution by collaborating closely with internal and external stakeholders. Your expertise will be vital in enhancing customer trust and satisfaction.
Key responsibility：
Handle and resolve complex, escalated customer cases across trading, compliance, and general inquiries with a user-first mindset. Your role is crucial in turning challenging situations into positive experiences by providing timely, accurate, and empathetic support.
Develop a deep understanding of our platform and products to not only solve issues effectively, but also to guide and educate users — helping them trade with confidence and use our services seamlessly.
Work closely with internal teams such as Product, Technology, and Risk to communicate user feedback, advocate for customer needs, and help improve the overall platform experience. Your insights will help shape a more user-friendly and reliable service.
Maintain the highest standards of service quality in every interaction. Through professional communication and a patient, solution-oriented approach, you will build trust, strengthen user loyalty, and uphold our commitment to excellence in customer support.
Job Requirements:
Qualifications:
• Bachelor's degree or above in related field
• 1+ years of working experience in crypto/fintech industry
• Professional working proficiency in English and Mandarin
• Perfer experience in business process management and optimization
• Excellent problem-solving and communication skills
• Ability to work independently and collaboratively in a high-pressure, fast-paced environment
Benefits:
What We Offer
Competitive salary and comprehensive insurance coverage
Additional benefits such as team building, health check-ups, birthday recognition, and festive gifts
Specific terms are subject to company policies upon hire, and benefits may be reviewed and adjusted periodically in line with market and business needs.
