Customer Support Specialist

About BIT:

BIT (formerly Matrixport) is a global digital asset financial services and infrastructure group. Headquartered in Singapore and founded in 2019, BIT bridges traditional finance and digital assets through governance-driven financial services and technology.

The firm manages over US$7 billion in assets and facilitates more than US$7 billion in monthly trading volume. BIT offers services including custody, trading, asset and wealth management, liquidity and financing solutions, and tokenised real-world assets (RWA), serving institutional and professional investors globally.

BIT Group entities maintain a licensed and regulated footprint across Singapore, Hong Kong, Switzerland, the United Kingdom, the United States and Bhutan.

For more information, visit www.bit.com

Position Overview

This role is responsible for delivering high-quality, one-on-one exclusive support to customers via multiple official channels, addressing their inquiries professionally, and fostering long-term customer loyalty. It requires close collaboration with cross-functional teams to drive activity promotion and continuously optimize the customer experience.

Job Responsibilities:

• Provide one-on-one exclusive service support to users through official channels including communities and phone calls, strictly safeguarding service quality and user experience;
• Offer professional consultation and guidance on account operations, product interpretation, trading activities, and other related issues, ensuring the accuracy and timeliness of responses;
• Proactively investigate customers core needs, systematically collect and organize customer feedback, follow up on problem-solving progress throughout the entire process, and maintain long-term and stable customer partnerships;
• Collaborate closely with relevant departments such as Operations and Marketing to promote the implementation and promotion of various activities among customer groups, ensuring effective execution.

Job Requirements:

• Education Background: Bachelor's degree or above;
• Work Experience: At least 1 year of relevant experience in customer service or user operations, with a professional background in the financial or Internet industry preferred; candidates with experience working on securities platforms will be given priority consideration;
• Professional Competence: Strong learning ability and adaptability, capable of accepting diverse work arrangements and executing tasks efficiently;
• Communication Skills: Excellent communication, expression, and coordination skills; willing to communicate, good at listening, and able to accurately understand customer needs;
• Service Awareness: Possess empathy, pay high attention to user needs, and be able to analyze and solve problems from the customer's perspective;
• Professionalism: Demonstrate professional customer service etiquette, with a patient and meticulous attitude, rational analytical skills, and objective evaluation perspective; focus on problem-solving to provide high-quality and satisfactory services to users;
• Language Proficiency: Proficient in both written and oral Chinese and English, meeting bilingual service requirements.

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