Respond to user inquiries via live chat regarding: deposits, withdrawals, internal transfers, futures/spot trading, and account security.
Handle complaints and disputes in a timely manner, de-escalating frustrated users while following established procedures. Track each case to resolution.
Document recurring user issues and escalate actionable feedback to Operations and Product teams for continuous improvement.
Strictly comply with risk control and compliance guidelines. Under no circumstances promise returns, execute trades on behalf of users, or request private keys/seed phrases.
Requirements
Domain knowledge: Familiar with crypto fundamentals — wallets, addresses, on-chain transactions, and basic exchange operations (spot, futures, deposits/withdrawals).
Typing speed & communication: Fast and accurate typing, with the ability to explain solutions clearly and patiently.
Resilience: Comfortable working under pressure and handling angry or confused users. Must be able to work night shifts and rotating schedules.
Integrity: Clean record with no history of fraud, hacking, or involvement in black/grey-market crypto activities.
Language: Fluent written Chinese (to support user base) and basic English reading/writing skills (a plus, not mandatory).
