Bilingual Customer Service Supervisor

About the role

We are seeking a bilingual (Chinese & English) Customer Service Supervisor to lead our remote team supporting a cryptocurrency exchange. The role operates in the Asia time zone, preferably Singapore or Taiwan, and is fully remote.

Key responsibilities

• Supervise and lead the customer service team by providing guidance, support, and training to ensure high performance.
• Develop and implement customer service policies, procedures, and standards to enhance the user experience.
• Monitor and evaluate the performance of customer service representatives, providing feedback and coaching as needed.
• Handle escalated customer inquiries and complaints, resolving issues promptly and professionally.
• Analyze customer service metrics and user feedback to identify areas for improvement and implement corrective actions.
• Ensure the customer service team is well‑versed in our products, services, and industry developments.
• Communicate with business teams to gather user and channel feedback on the platform’s trading experience and identify improvement opportunities.
• Promptly report user issues and online trading anomalies to relevant departments and follow up until resolution.

Required profile

• Bachelor’s degree in Business Administration, Psychology, English, or a related field.
• 3‑5 years of experience as a customer service supervisor or in a similar role at a cryptocurrency exchange.
• Fluent in Chinese and English, both written and verbal.
• Excellent leadership and team management skills.
• Strong problem‑solving abilities and capacity to handle challenging customer interactions.
• Strong organizational and time‑management skills, able to work in a fast‑paced, dynamic environment.

Required skills

• In‑depth understanding of contract and spot trading products and related workflows on peer platforms.
• Proficiency with customer service software and tools.