Job description
Location: Remote (Preferred Time Zone: UTC+8)
Number of Positions: 1
I. Position Overview
As the manager of the exchange's customer service team, you will lead a front-line customer service team to provide professional, efficient, and compliant customer support 24/7 for millions of users worldwide. You need to balance service quality with operational efficiency while focusing on team morale and talent development, identifying and providing feedback on product and process optimization opportunities during daily service.
II. Core Responsibilities
1. Team Management (35%)
- Lead a team of 5-10 customer service representatives, responsible for scheduling, attendance, performance coaching, and daily management
- Organize team meetings, case reviews, training exercises to enhance team professionalism
- Focus on team members' career development, create personal growth plans, and reduce turnover rates
2. Service Quality and Efficiency Assurance (35%)
- Monitor core team metrics: CSAT, first response time, average resolution time, first contact resolution rate, quality inspection pass rate
- Responsible for the handling and closure of escalated/difficult tickets, ensuring timely resolution of user issues
- Regularly review conversations/recordings, produce quality inspection reports, and drive improvements
3. Cross-Department Collaboration (15%)
- Coordinate with product, technology, risk control, and operations departments to convert high-frequency user issues into product optimizations or knowledge base updates
- Participate in emergency responses for customer service during extreme market conditions, security incidents, and new feature launches
Job Requirements:
1. Work Experience
• Over 1 year of experience managing a customer service team in an exchange, with experience managing a team of at least 5 people
• Experience in customer service management in finance, internet, trading platforms, or cryptocurrency exchanges is preferred
2. Industry Knowledge
• Basic understanding of cryptocurrency/blockchain and comprehension of exchange business scenarios (deposit, trading, risk control, etc.)
• Willingness to accept a 24/7 shift system and ability to adapt to high-intensity communication during extreme market conditions
3. Soft Skills
• Excellent communication and coordination skills, capable of effectively handling user complaints and team conflicts
• Data-sensitive, able to identify trends and issues from ticket data
4. Language Skills
• Proficient in English as a working language
IV. Preferred Qualifications
Experience in building a customer service team or SOP system from scratch
Familiarity with mainstream customer service systems (such as Zendesk, Freshdesk, Meiqia, etc.)
Understanding of cryptocurrency trading processes and common user pain points
Experience in second-line support or risk control review