Summary

We are looking for a Customer Success Specialist (Chinese/English) to join us on this mission and vision. You’ll become an integral part of the Customer Success team, which is dedicated to empowering traders with seamless support, personalised guidance, and proactive solutions. The team bridges the gap between users and our products, ensuring an exceptional trading experience by addressing concerns, optimising engagement, and driving long-term satisfaction.

What you’ll be working on:

1. Deliver high-quality, responsive support to users through official WOO X support channels.
2. Communicate clearly and empathetically to help users navigate WOO X products and resolve issues efficiently.
3. Collaborate with Product, Operations, and Marketing teams to escalate user feedback and improve the overall experience.
4. Educate users about new features, updates, and security best practices.
5. Maintain accurate records of user interactions and ensure timely follow-up for resolution and satisfaction.
6. Identify common user pain points and propose enhancements that strengthen engagement and loyalty.
7. Uphold WOO’s service and communication standards across all customer touchpoints.

Why work with us:

Join us in realising our vision in advancing decentralisation, and leading innovation in CeFi. Enjoy work flexibility, a supportive team, and an environment that nurtures your ideas. Plus, expect a performance-based annual bonus for all contributors at WOO 💪

About you:

1. 2 + years of experience in Customer Support, Account Management, or Customer Success in crypto, fintech, or financial services.
2. Excellent command of English and Chinese, both written and spoken.
3. Strong understanding of cryptocurrency trading platforms and user needs.
4. Empathetic, detail-oriented, and passionate about helping users succeed.
5. Strong problem-solving, communication, and multitasking skills.
6. Comfortable working independently in a global, fast-paced remote environment.
7. Familiarity with CRM systems, ticketing tools, or community management platforms.

Skills

• Accounting
• Communications Skills
• Leadership
• Operations
• Problem Solving
• Team Collaboration