Job Description:
Key responsibility:
1. 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.
2. 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.
3. 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.
4. 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:
Benefits:
1. Fixed monthly salary plus performance bonus. Total compensation will be determined based on experience, role fit, and performance results.
2. Night shift allowance will be provided for employees assigned to night shifts.
3. Transportation allowance is provided for Malaysia onsite roles, subject to role arrangement and final offer discussion.
4. Year-end bonus will be granted based on company performance and individual annual performance review.
5. The company provides supplementary medical insurance, holiday benefits, and team-building activities.
6. Systematic onboarding and training will be provided. High performers may have opportunities to grow into senior support, team lead, training, or QA-related roles.
