Compensation & Process Manager

About us

Bitget is one of the world’s leading digital assets ecosystems. With over 120 million registered users, Bitget has one of the most comprehensive suites of blockchain products and services available via bitget.com.

Our mission is to support the growth of the digital assets industry and we believe it represents the future of finance. What we do empowers the future of finance by ensuring secure, efficient and smart digital transactions.

We are one of the fastest growing companies in the digital asset sector. If you are looking for cutting-edge work, where you will have opportunities to develop your career among peers who are experts in their field, and you believe in the future of digital currency, then look no further than Bitget!

What you’ll do

We are looking for an experienced Compensation & Process Manager to design, implement, and oversee end-to-end workflows for customer compensation, dispute resolution, and refund mechanisms in a high-volume, high-compliance environment. This role is crucial in balancing user experience, risk management, and operational efficiency within our e-commerce or crypto exchange platform.

Compensation Policy Design

• Develop and implement standardized policies for user compensation, refunds, and goodwill gestures across different product lines.
• Ensure policies comply with industry regulations, financial compliance requirements, and company standards.

Process Creation & Optimization

• Build and maintain scalable workflows for incident handling, from ticket escalation to final payout.
• Design approval matrix and risk thresholds to differentiate between valid claims, fraud risks, and goodwill cases.
• Collaborate with Product, Risk, Compliance, and Finance teams to automate compensation scenarios where possible.

Operational Oversight

• Supervise case handling efficiency, SLA (Service Level Agreement) adherence, and audit accuracy of compensation cases.
• Monitor and analyze customer complaints, DSAT/CSAT (Dissatisfaction & Satisfaction) data, and escalation trends to optimize workflows.
• Lead cross-functional task forces during high-severity incidents (e.g., large-scale outages, system errors, or market events).

Reporting & Governance

• Provide data-driven reports to senior management, including cost analysis of compensations, fraud detection insights, and ROI of compensation strategies.
• Regularly update leadership on process effectiveness and propose improvement roadmaps.

What you’ll need

• Bachelor’s degree or above in Business, Finance, Risk Management, or related field.
• 5+ years of experience in customer service operations, risk & compliance, or compensation management, preferably in e-commerce, fintech, or crypto exchange.
• Strong understanding of dispute resolution, fraud risk control, and financial compliance.
• Proven experience in designing SOPs (Standard Operating Procedures), automation workflows, and compensation policies.
• Excellent data analysis and reporting skills, with proficiency in Excel, BI tools (e.g., DataStudio, Tableau, PowerBI).
• Familiarity with customer service tools (e.g., Zendesk, Salesforce, Jira) and workflow automation.
• Exceptional communication skills, with the ability to manage cross-departmental alignment (Product, Risk, Compliance, Finance, Customer Service).
• Strong problem-solving skills, with the ability to balance user satisfaction and cost efficiency.
• Multilingual capability (English required; Chinese or other languages a plus).
• Background in crypto trading platforms, e-commerce, or SaaS companies.
• Hands-on experience with chargeback disputes, fraud compensation, or KYC/AML (Anti-Money Laundering) workflows.
• Previous experience handling large-scale incident compensation projects.

Why Bitget?

• Bitget is the world’s leading web 3 platform for copy trading and one of the world’s largest and most respected exchanges
• We are a global company with staff members from over 50 different countries and regions
• We are growing and looking for world-class ambitious talents to help us continue this journey
• We have a streamlined structure that empowers employees to work efficiently, delivering the best results in a short timeframe
• We offer competitive salaries and benefits
• Blockchain technology and digital assets have the potential to change finance in a way no other technology can – be part of it!

If you are ambitious and believe that digital assets could be the next financial and technological revolution, please apply!

By submitting a job application, you confirm that you have read and agree to our Candidate Privacy Notice.

About us

Bitget is one of the world’s leading digital assets ecosystems. With over 120 million registered users, Bitget has one of the most comprehensive suites of blockchain products and services available via bitget.com.

Our mission is to support the growth of the digital assets industry and we believe it represents the future of finance. What we do empowers the future of finance by ensuring secure, efficient and smart digital transactions.

We are one of the fastest growing companies in the digital asset sector. If you are looking for cutting-edge work, where you will have opportunities to develop your career among peers who are experts in their field, and you believe in the future of digital currency, then look no further than Bitget!

What you’ll do

We are looking for an experienced Compensation & Process Manager to design, implement, and oversee end-to-end workflows for customer compensation, dispute resolution, and refund mechanisms in a high-volume, high-compliance environment. This role is crucial in balancing user experience, risk management, and operational efficiency within our e-commerce or crypto exchange platform.

Compensation Policy Design

• Develop and implement standardized policies for user compensation, refunds, and goodwill gestures across different product lines.
• Ensure policies comply with industry regulations, financial compliance requirements, and company standards.

Process Creation & Optimization

• Build and maintain scalable workflows for incident handling, from ticket escalation to final payout.
• Design approval matrix and risk thresholds to differentiate between valid claims, fraud risks, and goodwill cases.
• Collaborate with Product, Risk, Compliance, and Finance teams to automate compensation scenarios where possible.

Operational Oversight

• Supervise case handling efficiency, SLA (Service Level Agreement) adherence, and audit accuracy of compensation cases.
• Monitor and analyze customer complaints, DSAT/CSAT (Dissatisfaction & Satisfaction) data, and escalation trends to optimize workflows.
• Lead cross-functional task forces during high-severity incidents (e.g., large-scale outages, system errors, or market events).

Reporting & Governance

• Provide data-driven reports to senior management, including cost analysis of compensations, fraud detection insights, and ROI of compensation strategies.
• Regularly update leadership on process effectiveness and propose improvement roadmaps.

What you’ll need

• Bachelor’s degree or above in Business, Finance, Risk Management, or related field.
• 5+ years of experience in customer service operations, risk & compliance, or compensation management, preferably in e-commerce, fintech, or crypto exchange.
• Strong understanding of dispute resolution, fraud risk control, and financial compliance.
• Proven experience in designing SOPs (Standard Operating Procedures), automation workflows, and compensation policies.
• Excellent data analysis and reporting skills, with proficiency in Excel, BI tools (e.g., DataStudio, Tableau, PowerBI).
• Familiarity with customer service tools (e.g., Zendesk, Salesforce, Jira) and workflow automation.
• Exceptional communication skills, with the ability to manage cross-departmental alignment (Product, Risk, Compliance, Finance, Customer Service).
• Strong problem-solving skills, with the ability to balance user satisfaction and cost efficiency.
• Multilingual capability (English required; Chinese or other languages a plus).
• Background in crypto trading platforms, e-commerce, or SaaS companies.
• Hands-on experience with chargeback disputes, fraud compensation, or KYC/AML (Anti-Money Laundering) workflows.
• Previous experience handling large-scale incident compensation projects.

Why Bitget?

• Bitget is the world’s leading web 3 platform for copy trading and one of the world’s largest and most respected exchanges
• We are a global company with staff members from over 50 different countries and regions
• We are growing and looking for world-class ambitious talents to help us continue this journey
• We have a streamlined structure that empowers employees to work efficiently, delivering the best results in a short timeframe
• We offer competitive salaries and benefits
• Blockchain technology and digital assets have the potential to change finance in a way no other technology can – be part of it!

If you are ambitious and believe that digital assets could be the next financial and technological revolution, please apply!

By submitting a job application, you confirm that you have read and agree to our Candidate Privacy Notice.