Customer Support Specialist

Key Responsibilities

• Deliver prompt and high-quality customer service to English-speaking VIP clients, ensuring responses within 2 minutes.
• Manage user inquiries, feedback, and issues across Telegram, Discord, and internal support platforms.
• Coordinate closely with technical, risk control, operations, and other internal departments to follow up on all cases until resolution.
• Support the channel business team in customer management, campaign execution, and user operations.
• Document, organize, and report system issues or user feedback during work, and proactively suggest feasible improvements.

Requirements

• Fluency in both Chinese and English (reading, writing, speaking), able to use both as working languages.
• Strong attention to detail, excellent learning ability, and proficient numerical skills.
• Advanced skills in MS Office, especially Excel.
• Ability to perform responsibly and maintain stable performance under pressure.
• Ability to provide high-quality responses quickly with fast reaction times and clear communication.
• Adaptability to a fast-paced workplace while maintaining high service standards.
• Experience in the cryptocurrency industry is a significant advantage, especially related to exchanges, customer support, or familiarity with futures/derivatives products.

Additional Information

• Standard administrative shifts with no night or overnight shifts.
• Some rotating shifts including weekends.