Job Description
The role involves deep understanding of product logic and operational mechanisms across various business lines of the platform, with continuous tracking and updating of business knowledge systems. You will independently oversee the implementation of new business initiatives within the customer service department, ensuring smooth support processes and timely responses post-launch. Responsibilities include writing, maintaining, and iterating Standard Operating Procedures (SOP) and knowledge base documentation to ensure accuracy, usability, and alignment with actual needs. You will monitor and analyze core service metrics, producing regular reports with actionable insights. Additionally, you will systematically collect and analyze Voice of Customer (VOC) data to identify key pain points and collaborate with product, operations, and technical teams to drive improvements. The role also entails designing and implementing efficiency enhancement strategies, such as deploying intelligent tools and optimizing workflows to boost overall team productivity. Close collaboration with cross-functional teams is essential to continuously improve user experience.
Key Responsibilities
- Master product logic and operational mechanisms across business lines, maintaining up-to-date knowledge systems.
- Lead the implementation of new business initiatives in the customer service department.
- Develop, update, and refine SOPs and knowledge base documentation.
- Monitor core service metrics and generate insightful reports with actionable recommendations.
- Analyze VOC data to identify user pain points and drive improvements with relevant teams.
- Design and execute strategies to enhance team efficiency, including tool adoption and workflow optimization.
- Collaborate with operations, product, and technical teams to improve user experience.
Job Requirements
- Bachelor's degree or higher, preferably in a related field.
- Minimum 2 years of experience in the crypto industry.
- Proficiency in both Chinese and English for professional communication.
- Experience in business process management and optimization is a plus.
- Strong problem-solving and communication skills.
- Ability to work independently and collaboratively in a high-pressure, fast-paced environment.
Benefits
We offer competitive compensation and comprehensive insurance coverage. Additional benefits include team-building activities, health check-ups, birthday celebrations, and holiday gifts to ensure employee well-being and engagement.
