About Company
Established in 2018, Bitget is one of the world’s leading cryptocurrency exchanges. Currently serving more than two million users across 50 countries, Bitget accelerated its mission to promote decentralised finance in 2021 with a 600-strong workforce spanning over twenty countries. Since Bitget’s official launch in the crypto derivatives market in June 2019, the platform has become one of the largest crypto copy trading and derivatives exchanges in the world, with the latest round of financing launching the company into a multi-billion dollar valuation.
Job Description
Summary
We are looking for a Customer Support Specialist with a background in customer service and knowledge of Web3 field, particularly decentralized wallets. You will be an essential part of our global support team, assisting users with account inquiries, blockchain transactions, and wallet-related issues.
What you'll do
- Provide timely and professional support to customers via email and other communication channels.
- Handle a broad range of inquiries, including decentralized wallet issues, transaction statuses, platform navigation, and account management.
- Deliver high-quality support across time zones through a rotating 24/7 shift schedule.
- Demonstrate a solid understanding of our products, especially Web3 and wallet functionalities, to assist users effectively.
- Escalate complex issues to relevant internal teams and follow up to ensure resolution.
- Document customer interactions, identifying trends and sharing insights to improve product and service offerings.
- Stay informed on industry trends, company policies, and feature updates to provide accurate assistance.
- Communicate clearly and empathetically, maintaining a professional tone in all interactions.
- Share best practices and collaborate with colleagues to continuously elevate service standards.
- Recommend and help implement process improvements to enhance the customer experience.
What you'll need
- Bilingual fluency in Mandarin and English (written and spoken) is required.
- Strong background in customer service, with a proven track record of handling diverse customer concerns.
- Familiarity with cryptocurrency, blockchain technology, and Web3 applications—especially decentralized wallets—is preferred.
- Strong analytical, troubleshooting, and problem-solving skills.
- Ability to multitask and remain calm under pressure in a fast-paced environment.
- Collaborative team player with excellent interpersonal skills.
- Flexibility to work rotational shifts, including weekends and holidays.
- Awareness of data privacy and security best practices in handling sensitive customer information.
Skills
- Communications Skills
- Cryptocurrency
- Analytical Thinking
- Team Collaboration
