Job description
---
【Job Responsibilities】
Provide professional and timely after-sales support to major clients in the English channel, ensuring a first response within 2 minutes and immediate follow-up.
Efficiently handle user inquiries, feedback, complaints, and emergencies through community communication tools such as Telegram, Discord, X, or through the company's backend system.
Follow up on user feedback end-to-end until the issue is completely resolved. Maintain close and smooth communication with the technical, risk control, operations, and product teams to ensure that complex business issues (such as deposits and withdrawals, order issues, risk control, etc.) are responded to quickly.
Work closely with the business manager team for major clients to assist in daily client maintenance, platform activity promotion, and refined user operations to enhance channel stickiness.
Conduct structured recording, organization, and reporting of system anomalies, common bugs, or in-depth user feedback, and propose feasible system or process optimization suggestions from the front-line customer service perspective.
【Job Requirements】
Language Skills: Excellent English listening, speaking, reading, and writing skills, able to use English as the working language, and communicate seamlessly in writing and voice with overseas major clients.
Tool Proficiency: Proficient in mainstream overseas social and community tools such as Telegram, Discord, X; skilled in using MS Office software (especially Excel for data filtering and formula processing).
Industry Background Preferred: Experience in the cryptocurrency industry is preferred. Experience in exchange customer service, VIP services, and a deep understanding of spot trading, derivatives/futures, copy trading products, API integration, and risk control logic is a plus.
Core Soft Skills: Highly responsible with strong learning ability; quick to respond, with clear logical expression, able to provide high-quality, professional, and warm replies in a short time.
Stress and Multi-tasking: Able to adapt to the fast-paced and highly volatile environment of the Web3 industry, possessing strong multi-tasking abilities, and maintaining high service quality under pressure from significant market fluctuations and multiple major clients urging simultaneously.
Able to accept early and late shift rotations, with the latest shift ending at 2 AM. No pure overnight shifts.
---