Job Overview
We are seeking a highly motivated and experienced Senior Customer Service Officer to support our fast-growing prediction market platform. The ideal candidate will be passionate about delivering exceptional customer experiences, resolving complex user issues, and contributing to operational excellence within a dynamic crypto and Web3 environment.
This role requires strong communication skills, problem-solving ability, attention to detail, and a deep understanding of prediction markets, trading products, and customer support operations.
Key Responsibilities
Customer Support & Issue Resolution
- Handle escalated customer inquiries across live chat, email, and social channels in a professional and timely manner.
- Resolve complex user issues related to accounts, deposits/withdrawals, trading activities, KYC verification, campaigns, and platform functionality.
- Maintain high customer satisfaction scores while ensuring service quality and response SLAs are met.
Prediction Market & Product Support
- Assist users in understanding prediction market mechanics, event settlements, trading rules, and platform features.
- Provide clear explanations regarding market outcomes, disputes, and platform policies.
- Monitor user feedback and recurring issues related to prediction markets and report insights to relevant teams.
Operational Excellence
- Identify process gaps and recommend workflow improvements to enhance support efficiency and user experience.
- Collaborate closely with Compliance, Risk, Product, and Technical teams to resolve operational and system-related issues.
- Ensure all customer interactions comply with internal policies, regulatory requirements, and risk controls.
Team Support & Leadership
- Mentor and guide junior customer service officers on best practices and issue handling.
- Assist in creating and updating SOPs, knowledge base articles, and training materials.
- Support management with reporting, escalation tracking, and service quality monitoring.
Incident & Risk Management
- Escalate suspicious activities, fraud indicators, or high-risk cases to relevant internal teams.
- Support crisis handling during market volatility, major events, or system incidents.
Requirements
- Bachelor's degree or equivalent practical experience.
- Minimum 3–5 years of experience in customer service, preferably in crypto, fintech, trading, gaming, or prediction market industries.
- Strong understanding of prediction markets, trading products, blockchain, or cryptocurrency ecosystems.
- Excellent written and verbal communication skills in English.
- Strong problem-solving skills with the ability to handle high-pressure situations.
- Experience using CRM and customer support platforms such as Zendesk, Intercom, Freshdesk, or similar tools.
- Ability to work in a fast-paced, 24/7 operational environment.
- Strong attention to detail and organizational skills.
Preferred Qualifications
- Experience supporting crypto exchange or trading platform users.
- Familiarity with AML/KYC procedures and risk management practices.
- Multilingual capability is an advantage.
- Experience handling VIP or high-value customers.
- Knowledge of Web3 communities and social engagement channels.
Key Competencies
- Customer-centric mindset
- Strong ownership and accountability
- Effective communication and conflict resolution
- Analytical thinking and decision-making
- Team collaboration and leadership
- Adaptability in a rapidly evolving environment
What We Offer
- Opportunity to work in an innovative and high-growth industry
- Competitive compensation and performance incentives
- Collaborative international work environment
- Career growth and professional development opportunities
- Exposure to cutting-edge blockchain and prediction market products
