Customer Support Specialist

Responsibilities:

1. Efficient Customer Support:
2. Handle global customer inquiries through support platforms, email, and community channels. Provide accurate assistance on product features, user operations, yield calculations, and performance queries. Identify high-net-worth customer needs and escalate to the sales team for deeper engagement.
3. Customer-Driven Optimization:
4. Regularly analyze common customer questions to produce actionable suggestions. Collaborate closely with operations and technical teams to improve product workflows and user experience (e.g., UI optimization, FAQ updates, etc.).

Requirements:

• Language & Communication:
• Fluent in both Mandarin and English; strong ability in needs discovery and customer emotion management.
• Technical & Operational Skills:
• Experience with online customer service platforms; ability to independently resolve support tickets using internal tools.
• Minimum 2 years of online customer support experience, preferably in finance or Web3 sectors.

Bonus Points:

• Familiarity with cryptocurrency or experience in the Web3 industry is highly preferred.
• Basic understanding of yield calculation and investment logic; able to use Excel to perform simple customer data analysis and reporting.