Global Customer Services Permanent

We are the market leader in pricing, trading and hedging complex digital assets. On an average day, we trade between $500mm to $3bn in cash, futures, swaps, options and other derivatives. We are an active liquidity provider on all major electronic exchanges and blockchain protocols, and have traded over $500bn across all products and categories in the past 36 months.

Our core value is building strong relationships with our clients; helping them buy and sell digital assets, earn yield, manage risk and access liquidity. We are a team of 300+ dynamic, entrepreneurial technologists, quantitative researchers, traders and engineers on a mission to enable frictionless markets. We operate around the clock and around the globe, with 7 global offices across Asia, Europe and North America.

Our firm offers world-class technology infrastructure and research capabilities, but we are still unconstrained and nimble enough to remain deeply entrepreneurial. We are always interested in people who have an appetite for taking calculated risk, demonstrate a high level of original thinking and intellectual curiosity.

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Job Responsibilities

Scale up our customer service (CS) team and bring on more local talent to support and drive our global expansion

Effectively build and lead the CS team, motivating, supporting and coaching them

Proactively look for ways to improve the existing service processes and system

Establish a standard policy and procedure to ensure customer complaints are managed through an effective and consistent process

Create and maintain open feedback loops, taking time to analyze, understand and present the data received to help optimize our products and services

Coordinate communications and facilitate collaborations with other departments

Job Requirements

8+ years of experience in customer service, with experience in managing a global team

Experience in formulating customer service policies, guidelines & standard procedure

Good interpersonal, communication and negotiation skills with a proven ability to communicate effectively and confidently at all levels

Demonstrated ability to lead, manage and work with a multi-lingual, multicultural team

Self-motivated, proactive, high sense of responsibility, problem solving skill and able to work under pressure

Good command of both spoken and written English. Fluency in Mandarin is preferable