Customer Service - Asset

About us

Bitget is the world's largest Universal Exchange (UEX), serving over 125 million users and offering access to over 2M crypto tokens, 100+ tokenized stocks, ETFs, commodities, FX, and precious metals such as gold. The ecosystem is committed to helping users trade smarter with its AI agent, which co-pilots trade execution.

Bitget is driving crypto adoption through strategic partnerships with LALIGA and MotoGP™. Aligned with its global impact strategy, Bitget has joined hands with UNICEF to support blockchain education for 1.1 million people by 2027. Bitget currently leads in the tokenized TradFi market, providing the industry's lowest fees and highest liquidity across 150 regions worldwide.

Job Responsibilities:

• Provide professional customer support for users of **BGW and Asset-related products/services** through, email, and other support channels.

• Handle user inquiries related to BGW and Asset services, including account issues, asset deposits and withdrawals, transaction status, balance discrepancies, order cancellations, delays, and service-related complaints.

• Investigate and resolve user cases by reviewing transaction records, system logs, user-provided evidence, chat history, and relevant supporting documents.

• Communicate effectively with users, merchants/partners, and internal teams to ensure timely, accurate, and fair case resolution.

• Identify suspicious transactions, potential fraud, scam reports, abnormal account activity, and asset-related risks; escalate cases to the Risk, Compliance, Security, or relevant teams when necessary.

• Guide users through BGW and Asset-related processes, platform rules, transaction requirements, security best practices, and case escalation procedures.

• Ensure all support cases are handled in accordance with internal SOPs, compliance requirements, risk-control policies, and service quality standards.

• Accurately document case details, investigation findings, resolutions, and user feedback in the CRM/ticketing system.

• Collaborate closely with Operations, Risk, Compliance, Product, Engineering, Payment, and Asset teams to resolve complex cases and improve the overall user experience.

• Report recurring user issues, system bugs, operational risks, fraud trends, user feedback, and improvement recommendations to the management team.

• Meet service KPIs, including first response time, resolution time, customer satisfaction, case quality, productivity, and compliance targets.

• Work on rotating shifts, including weekends and public holidays, as required.