Job description
Job Responsibilities:
● Lead, guide, and motivate customer service team members to achieve performance goals and provide excellent customer service.
● Monitor and analyze key team metrics (such as response time, resolution time, customer satisfaction CSAT) to ensure service standards are met.
● Handle complex or escalated customer issues and ensure timely resolution.
● Collaborate with cross-departmental teams (such as operations, product, marketing) to gather and feedback customer insights, continuously optimizing processes.
● Schedule shifts, manage workload, and ensure adequate team staffing.
● Provide regular training and performance feedback to team members.
● Prepare team performance reports and identify areas for improvement.
Job Requirements:
● Experience in customer service or customer support, with at least 1-2 years in a team leader or supervisor role, and experience in a cryptocurrency exchange.
● Proficient in using customer service systems (such as Zendesk, Freshdesk, Salesforce, etc.).
● Ability to remain calm under pressure and professionally handle complex or challenging situations.
● Fluent in both Chinese and English (listening, speaking, reading, writing).