Job description
Job Responsibilities:
1️⃣ Responsible for overall customer service operations: developing processes, standards, and team management.
2️⃣ Personally participate in daily customer service work, handling high-priority or complex user issues.
3️⃣ Collaborate with product, technical, and security teams to quickly identify and resolve problems.
4️⃣ Establish a knowledge base, FAQ, and automated customer service system to improve response efficiency.
5️⃣ Analyze user feedback and data to drive continuous optimization of customer service experience.
6️⃣ Participate in community communication (Telegram / Discord / X) to maintain consistent information delivery.
Job Requirements:
1️⃣ Over 3 years of customer service or operations experience, with more than 1 year of team leadership experience.
2️⃣ Fluent in English, able to provide support to global users in both Chinese and English; knowledge of other languages is a plus.
3️⃣ Familiar with basic concepts such as DeFi, DEX, wallet connections, and liquidity pools.
4️⃣ Prior experience in customer service or community support in the Web3 / cryptocurrency industry is preferred.
5️⃣ Strong sense of responsibility and empathy for users, willing to personally resolve issues.