Job description
Job Responsibilities:
Responsible for the daily management of the customer service team related to contracts (Perpetual), ensuring efficient and professional handling of user inquiries and issues.
Guide and support the customer service team in addressing user questions regarding contract trading, liquidation, funding rates, margin, risk control, and other related issues.
Monitor key customer service metrics (such as response time, resolution rate, CSAT) and continuously optimize service quality.
Handle complex or escalated user issues and coordinate with relevant teams (operations, risk control, product) to drive problem resolution.
Conduct regular team training to enhance the customer service team's professional understanding of contract products and trading rules.
Produce customer service data and issue analysis reports to promote product and process optimization.
Job Requirements:
Over 3 years of customer service experience, with at least 1 year of management experience in a contract customer service team.
Familiarity with cryptocurrency exchange operations and knowledge related to contract (Perpetual) trading.
Understanding of contract trading mechanisms, such as leverage, margin, liquidation mechanisms, and funding rates.
Strong communication and problem-solving skills, able to work in a high-pressure environment.