Job description
Job Responsibilities:
1️⃣ Deeply understand the product logic and operational mechanisms of various business lines on the platform, and continuously track and update the business knowledge system.
2️⃣ Independently responsible for the implementation of new business in the customer service department, ensuring smooth support processes and timely responses after the new business goes live.
3️⃣ Write, maintain, and iterate standard operating procedures (SOP) and knowledge base documents, ensuring content is accurate, user-friendly, and meets actual needs.
4️⃣ Monitor and analyze core service metrics, regularly producing reports with business insights and actionable recommendations.
5️⃣ Systematically collect and analyze the voice of the customer (VOC), identify key experience pain points, and collaborate with product, operations, and technical teams to drive improvements.
6️⃣ Design and implement efficiency enhancement strategies, including the deployment of intelligent tools and workflow optimization, to comprehensively improve the efficiency of the customer service team.
7️⃣ Work closely with operations, product, and technical teams to continuously promote the optimization of user experience.
Job Requirements:
1️⃣ Bachelor's degree or above, relevant majors preferred.
2️⃣ More than 2 years of work experience in the crypto industry.
3️⃣ Proficient in working in both Chinese and English.
4️⃣ Experience in business process management and optimization is preferred.
5️⃣ Excellent problem-solving and communication skills.
6️⃣ Ability to work independently and collaboratively in a high-pressure, fast-paced environment.