Provide timely and high-quality customer support for English-speaking VIP channel users, ensuring responses within 2 minutes.
Handle user inquiries, feedback, and issues via Telegram, Discord, and internal support systems.
Follow up on all cases until resolution, maintaining smooth communication with technical, risk control, operations, and other internal teams.
Assist the Channel BD team with client management, campaign execution, and user operations.
Document, organize, and report system issues or user feedback, and proactively propose actionable optimization suggestions.
Requirements
Excellent command of both Chinese and English (written and spoken), able to use both as working languages.
Detail-oriented with strong learning ability and good numerical skills.
Proficient in MS Office, especially Excel.
Highly responsible, fast-learning, and able to maintain solid performance under pressure.
Quick response speed with clear communication skills, capable of generating high-quality replies within a short time.
Able to adapt to a fast-paced work environment while consistently maintaining a high service standard.
Experience in the cryptocurrency industry is a strong plus, especially with exchanges, customer support roles, or familiarity with futures/derivatives products.
