Job description: 1. Lead, train, and motivate a team of customer service representatives, including monitoring service quality, giving regular feedback, reviewing performance, assigning proper work allocation, and arranging training to ensure the team deliver and maintain a high-quality customer support and satisfaction. 2. Liaise with technical department to improve the customer support system to enable high service efficiency. 3. Liaise with various internal departments, such as marketing, sales, and product development, to resolve difficult cases and provide insights on customer needs and pain points to improve product experience. 4. Represent the company in customer-facing communication to build and maintain positive relationships with key customers, partners, and industry stakeholders. Qualifications: 1. Minimum of 2 years of senior-level customer service experience, with at least 2-3 years of experience as a customer service leader in a Web3 exchange or similar blockchain-related platform. 2. Good understanding of blockchain technology and products, and familiarity with common customer issues in the Web3 space, such as wallet transfers, trading disputes, and regulatory compliance. 3. Fluent in English communications, both in written and verbal communications. 4. Strong sense of responsibility and capabilities to work under pressure.
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