Chinese and English Customer Service Manager

1) Supervise and lead the customer service team, providing guidance, support, and training to ensure high performance. 2) Develop and implement customer service policies, procedures, and standards to enhance the user experience. 3) Monitor and evaluate the performance of customer service representatives, providing feedback and coaching as needed. 4) Handle escalated customer inquiries and complaints, resolving issues promptly and professionally. 5) Analyze customer service metrics and user feedback to identify areas for improvement and implement corrective actions. 6) Ensure the customer service team is knowledgeable about our products, services, and industry developments. 7) Interface with the business team to collect feedback from users and channels regarding the platform's trading experience, especially evaluations of customer service performance, identifying opportunities for improvement, and continuously enhancing user experience. 8) Promptly communicate user issues and online trading anomalies to relevant departments and follow up until the issues are resolved.

Qualifications: 1) Bachelor's degree in Business Management, Psychology, English, or related fields. 2) Proven experience as a Customer Service Supervisor or similar role within a cryptocurrency exchange. 3) Fluency in both written and spoken Chinese and English. 4) Excellent leadership and team management abilities. 5) In-depth knowledge of contract and spot trading products and related workflows of peer platforms. 6) Exceptional problem-solving skills, capable of handling challenging customer interactions. 7) Proficiency with customer service software and tools. 8) Strong organizational and time-management skills. 9) Ability to work in a fast-paced, dynamic environment

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