Responsibilities

📍Evaluate, revise, and continuously improve customer service-related workflows, Standard Operating Procedures (SOPs), and FAQs to support organizational scaling. 📍Liaise with stakeholders across departments to stay updated on new information and effectively communicate releases or changes throughout the customer service department. 📍Collaborate closely with Training and QA teams to enhance customer-facing teams' knowledge; lead efforts to streamline or automate existing processes to develop self-service solutions or support new business cases. 📍Support, collect, and analyze feedback from the customer service team and work with the product team to identify and implement effective solutions. 📍Monitor daily chat quality, proactively identify and escalate issues in a timely manner, and facilitate decision-making among relevant stakeholders to improve customer experience. 📍Provide actionable insights into business challenges and respond promptly to incidents or operational disruptions. 📍Utilize AI tools alongside BI tools to perform advanced data analysis, generate findings, and accurately locate customer issues for fast resolution. 📍Undertake any other ad-hoc tasks assigned by the Line Manager or other superior from Division/Department management as required.

Requirements

📍At least 4-6 years of experience in customer service process management or operations, preferably within financial services or the crypto industry. 📍Strong overall understanding of crypto products, KYC, risk management, and compliance operational processes. 📍Proven ability to drive results and maintain smooth operational workflows within the domain. 📍Hands-on experience in project management, using BI and AI tools to perform data analysis, generate actionable insights, and troubleshoot issues independently. 📍Knowledgeable in writing and maintaining customer service SOPs and related documentation.

If you’re passionate about blockchain and decentralized technologies, explore more opportunities in web3 and cryptocurrency careers.