Customer Support & Operations Executive - Chinese Speaker

Job Summary

Key Responsibilities

• :Respond to customer inquiries via live chat, email in a timely and professional manner during assigned shifts
• .Troubleshoot and resolve issues related to deposits, withdrawals, account, and trading
• .Monitor real‑time system alerts and operational dashboards; escalate critical issues to the appropriate internal teams
• .Process routine operational tasks such as KYC verification, transaction checks, and account updates
• .Identify and flag unusual or suspicious activity (e.g., unauthorized withdrawal requests, wallet address changes) following company protocols
• .Maintain accurate records of customer interactions, issues resolved, and follow‑up actions taken
• .Collaborate with other on‑site support staff and relevant departments to ensure seamless case resolution and handover between shifts
• .Stay updated on product features, policies, and security procedures to provide accurate information to clients
• .De‑escalate frustrated or difficult customers with patience, empathy, and a solution‑oriented mindset
• .

Required Qualifications & Skill

• s:Fluency in Chinese is a mu
• stProven experience in customer support, operations, onboarding or a similar role (preferably in fintech, trading, or financial services
• ).Excellent written and verbal English communication skill
• s.Committed to working on‑site during regular shif
• t.Consistently shows up on time and meets shift expectation
• s.Takes ownership of tasks and follows through without reminder
• s.Clearly and professionally interacts with both customers and internal team
• s.Collaborates effectively with colleagues for smooth shift handovers and team suppor
• t.Maintains consistent performance, emotional stability, and professionalism over tim
• e.Strong problem‑solving skills and attention to detai
• l.Basic knowledge of cryptocurrency / forex / payment processes is a plu
• s.Proficiency with support tools (e.g., Zendesk, or similar CRM)
• ..