Dispute & Escalation Team Lead

About MEXC

Founded in 2018, MEXC is a global cryptocurrency exchange serving millions of users worldwide. We are committed to building a secure, efficient, and accessible platform for digital asset trading.

MEXC is known for offering some of the lowest trading fees in the market, deep liquidity across a wide range of assets, and fast access to trending tokens. Our platform provides a comprehensive suite of services including spot trading, derivatives, staking, and other digital asset products designed for both retail and institutional users.Built on high-performance infrastructure and a user-first philosophy, MEXC delivers fast execution, strong market depth, and a seamless trading experience for global users.

At MEXC, we believe the best platforms are built through constant improvement and open collaboration. We value direct communication, practical thinking, and individuals who take ownership of their ideas. Teams are encouraged to share insights, challenge assumptions, and contribute to how the platform evolves.

As the digital asset industry continues to evolve, we remain focused on innovation, transparency, and global expansion while building a trusted platform for the next generation of financial technology.

Key Responsibilities

• Incident Compensation: Lead cross-functional collaboration with Technology, Product, Risk Control, Finance, and other relevant teams following system incidents or abnormal events. Identify affected users, assess financial losses, develop compensation proposals, and drive the execution of compensation plans. Handle post-compensation user follow-ups and ensure proper case closure.
• High-Risk and Public Relations Complaints: Handle high-risk complaints, potential or existing public opinion crises, and complaints involving legal or regulatory matters. Work closely with PR, Legal, and other relevant departments to develop resolution strategies, ensure consistent external communication, and follow cases through to closure.
• Process and Framework Development: Lead the establishment of emergency response procedures for various complaint scenarios, including case classification standards, escalation procedures, response timelines, and post-incident review mechanisms. Continuously improve the effectiveness and implementation of these processes.
• Team Management: Oversee task allocation and performance management within the team. Develop team capabilities through case reviews, knowledge sharing, and coaching, ensuring team members can independently handle complex customer complaints.
• Data Analysis and Issue Resolution: Analyze complaint and compensation data to identify recurring issues, key problem areas, and potential risks. Work with relevant departments to drive root-cause analysis and implement long-term solutions.
• Note: This role requires participation in incident emergency response, including an on-call arrangement outside regular working hours.

Requirements

• At least 3 years of experience in customer complaint management or claims handling, including a minimum of 1 year of team management experience, with a proven track record of coaching and developing team capabilities.
• Hands-on experience managing large-scale compensation cases arising from system incidents or major customer complaints, with the ability to provide specific case examples.
• Familiarity with, or the ability to quickly acquire knowledge of, trading mechanisms such as futures and spot trading, with the capability to independently review and validate compensation calculations.
• Proven experience driving cross-functional issue resolution and the ability to work under pressure in emergency response situations.
• Proficiency in Excel and other relevant tools for data analysis, including identifying affected users and calculating compensation amounts.
• Strong sense of responsibility and integrity, with sound financial risk awareness and strict adherence to confidentiality and ethical standards.

Preferred Qualifications

• Experience in customer complaint management or compensation handling within the cryptocurrency exchange, securities brokerage, payment, or other financial services industries.
• Proficiency in English as a working language, with the ability to independently handle complaints from international users.
• Experience handling public relations crises, regulatory complaints, or customer cases involving legal disputes.

Why Join Us

At MEXC, we believe people do their best work when they are trusted with real responsibility and given the freedom to grow.

• Ownership & Initiative – We encourage individuals to take initiative, lead projects, and contribute ideas that help shape how we build and improve the platform.
• Learning Culture – We regularly organize internal training programs, knowledge-sharing sessions, and learning initiatives where team members can both develop new skills and share their expertise with others.
• Ideas That Matter – New ideas are welcomed and discussed openly. Team members have a real voice in shaping which proposals move forward, and meaningful contributions are recognized and rewarded.
• Room to Grow – As a rapidly expanding global exchange, roles evolve quickly and individuals often have opportunities to expand their scope and take on greater responsibilities.
• Global Collaboration – Work with colleagues across different regions and cultures while contributing to a platform used by millions of users worldwide.