Summary

We are looking for a highly experienced Customer Service Manager to lead and scale our global support operations. This role is crucial in delivering world-class customer service while ensuring seamless support across multiple regions and languages. The ideal candidate has deep expertise in Web3, blockchain, and crypto-related products, along with a proven track record in managing global support teams.

Key Responsibilities:

1. Global CS Strategy & Leadership : Develop and implement a customer support strategy that aligns with the company's Web3 vision, ensuring efficiency and scalability.
2. Team Management : Lead and manage a 24/7 multilingual customer support team across different time zones, ensuring high service levels.
3. Customer Experience Enhancement : Utilize AI-driven support tools, automation, and data analytics to improve response times and issue resolution.
4. Incident & Crisis Management : Oversee the handling of complex support issues, security concerns, and fraud cases related to blockchain transactions and smart contracts.
5. Community Engagement : Work closely with marketing, product, and community teams to ensure proactive communication with users on Discord, Telegram, and other Web3-native channels.
6. Process Optimization : Continuously refine SOPs, introduce self-service options, and optimize ticket resolution to enhance efficiency.
7. Compliance & Risk Management : Ensure CS operations adhere to global regulations and best practices in handling sensitive user data.

Requirements:

1. 8+ years of experience in customer support, with at least 3 years in a leadership role in a Web3/crypto/blockchain company .
2. Proven expertise in multilingual support team management and global operations.
3. Strong understanding of DeFi, CeFi, NFTs, DAOs, and smart contract functionalities .
4. Experience with helpdesk tools (Zendesk, Intercom, Freshdesk) and automation solutions for scaling CS operations.
5. Ability to work in a fast-paced, decentralized, and evolving environment .
6. Strong analytical, problem-solving, and decision-making skills.
7. Excellent communication skills, with the ability to engage both technical and non-technical stakeholders .

Preferred Qualifications:

1. Experience in handling disputes, security concerns, and fraud cases in Web3.
2. Familiarity with blockchain explorers, wallet troubleshooting, and transaction analysis .
3. Understanding of regulatory challenges in the crypto industry .
4. Fluent in Chinese and English

Skills

• Communications Skills
• Community Moderator
• Leadership
• Problem Solving
• Strategic Thinking