What You’ll Be Doing:

📍Provide Exceptional Customer Support: 📍Communicate effectively with clients via telegram(main) & secondary channels to address their inquiries, troubleshoot issues, and provide timely solutions. 📍Utilize strong communication skills, oral and written, in English and at least one other language to ensure effective communication with international clients. 📍Product and API Solutions: 📍Articulate product and API solutions to clients over telegram and phone (if needed) demonstrating a deep understanding of our offerings. 📍Analyze customer problems, identify root causes, and provide effective solutions to ensure customer satisfaction. 📍Collaborate with the sales and product teams to relay customer feedback and contribute to the improvement of our products and services. 📍Mentorship and Team Support: 📍Provide guidance and mentoring to junior team members to enhance their skills and knowledge. 📍Act as a liaison between the support team and sales/product teams to address customer feedback effectively. 📍Act as a shift lead for time zone coverage, ensuring efficient support coverage across different regions. 📍Onboarding and Training: 📍Establish onboarding and training programs for new team members, ensuring a smooth integration into the support team. 📍Develop training materials and documentation to enhance the knowledge and skills of the support team. 📍KPI Tracking and Reporting: 📍Establish a comprehensive KPI tracking system to measure team performance, tool efficiency, and process effectiveness. 📍Generate reports and present insights to senior management, highlighting areas for improvement and achievements. 📍Recruiting and Team Building: 📍Participate in the recruitment process by interviewing and evaluating potential candidates for the support team. 📍Foster a positive team culture by promoting collaboration, knowledge sharing, and professional development. 📍Remote Team Management: 📍Effectively manage and motivate a remote team, ensuring productivity and maintaining a high level of customer service. 📍Handle initial customer inquiries and provide basic technical troubleshooting to resolve issues promptly. 📍Escalate complex issues to L2 support when necessary, collaborating with them for timely resolution. 📍Focus on efficient ticket resolution to meet service level agreements and ensure customer satisfaction.

What We Look For In You:

📍Bachelors in STEM or business related fields. 📍General qualification in customer support or related fields. 📍Strong technical background with API experience. 📍Analytical skills to diagnose and solve customer problems. 📍Proficiency in English and at least one other language, including Chinese. 📍Excellent communication skills to engage effectively with clients. 📍In-depth trading and API knowledge. 📍Proven ability to articulate product and API solutions on the phone with clients. 📍Experience in customer problem analysis and solutioning. 📍Previous experience mentoring and guiding team members. 📍Ability to liaise with sales and product teams to relay customer feedback. 📍Previous experience in establishing onboarding and training programs. 📍Strong expertise in remote team management. 📍Proven ability to recruit and build high-performing teams. 📍Ability to handle initial customer inquiries and provide basic technical troubleshooting.