1) Supervise and lead the customer service team, providing guidance, support, and training to ensure efficient performance.

2) Develop and implement customer service policies, procedures, and standards to enhance the user experience.

3) Monitor and assess the performance of customer service representatives, providing feedback and guidance.

4) Handle escalated customer inquiries and complaints, resolving issues promptly and professionally.

5) Analyze customer service metrics and user feedback, identifying areas for improvement and implementing corrective actions.

6) Ensure the customer service team has a thorough understanding of our products, services, and industry developments.

7) Collaborate with the business team to collect feedback from users and channels regarding the platform transaction experience, particularly evaluations of customer service outcomes,

identifying opportunities for improvement to continuously enhance the user experience.

8) Timely report user issues and online transaction anomalies to relevant departments and track until resolution.

Qualifications:

1) Bachelor's degree in Business Management, Psychology, English, or related fields.

2) Experience as a Customer Service Manager in a cryptocurrency exchange or a similar position.

3) Ability to communicate fluently in written and spoken Chinese and English.

4) Excellent leadership and team management skills.

5) In-depth understanding of the workflows related to contract, spot, and other trading products and peer platforms.

6) Exceptional problem-solving abilities, capable of handling challenging customer interactions.

7) Proficient in using customer service software and tools.

8) Strong organizational and time management skills.

9) Ability to work in a fast-paced, dynamic environment.