Job Responsibilities

1. Establish and enhance the customer service system for the exchange, including a global support team.

2. Develop customer service processes, service standards, and performance evaluation systems to ensure service quality.

3. Manage and expand the customer service team, leading a cross-regional, multicultural team.

4. Address critical/escalated user issues and collaborate with product, compliance, and operations teams for resolution.

5. Design and implement training programs to enhance the team's understanding of cryptocurrency products and compliance requirements.

6. Optimize customer service efficiency and user satisfaction through data analysis.

Qualifications

1. Over 3 years of experience in the cryptocurrency industry, with exchange customer service management experience preferred.

2. Basic understanding of English reading, with English as a working language.

3. Extensive experience in customer service, with team management or leadership experience.

4. Familiarity with cryptocurrency trading products and user service processes.

5. Excellent communication, problem-solving, and conflict resolution skills.