Customer Support Specialist

1. Key Responsibilities

1. Provide high-quality customer support
2. Handle global customer inquiries via support platform, email, and community channels. Address questions related to product features, usage, earnings inquiries, and profitability calculations. Identify potential high-value customer needs and escalate them to the Sales team for further engagement.
3. Drive product optimization through user feedback
4. Analyze recurring issues and customer pain points, compile regular reports, and collaborate closely with Product, Operations, and Tech teams to improve user flows, update FAQs, and enhance overall product experience.
5. Basic data analysis and reporting
6. Conduct simple data tracking on customer inquiries, issue categories, and resolution efficiency; provide weekly/monthly insights to support service optimization.

2. Requirements

1. Language & Communication

• Native or fluent proficiency in both Chinese and English (mandatory)
• Strong communication, problem-solving, and customer handling skills, including emotional management

1. Professional Experience

• 2–5 years of experience in online customer service or customer support
• Experience with customer service systems and support tools; able to resolve customer inquiries independently
• Prior experience in fintech, Web3, or tech-related industries is preferred

1. Product Understanding & Learning Ability

• Ability to quickly understand product logic, especially investment-related models
• Fast learner with adaptability in a rapidly evolving industry

3. Preferred Qualifications

• Experience in cryptocurrency, cloud mining, or Web3-related fields
• Basic data-handling skills (Excel) and understanding of earnings or profitability calculations
• Experience serving high-net-worth or global customers