Customer Service Director

Director of Customer Service

Job Overview: Responsible for establishing, managing, and continuously optimizing the global customer service system for the cryptocurrency company, covering trading platforms, digital asset accounts, deposits and withdrawals, order processing, account security, identity verification, asset anomalies, and other customer service scenarios.

This position requires over 20 years of management experience, with the ability to build a mature customer service organization, service processes, and operational mechanisms based on the company's overall business strategy, and to drive continuous improvement in customer experience, service efficiency, risk control, and service quality.

Main Responsibilities:

I. Customer Service System Construction: Responsible for the planning, construction, and long-term operation of the company's overall customer service system.

Establish a complete service process covering pre-sales, sales, after-sales, and advanced customer support.

Develop customer service standards, service specifications, quality management systems, and operational processes.

Continuously optimize the customer service model and organizational structure based on the company's business development.

Establish service mechanisms suitable for different markets, regions, and customer groups.

II. Customer Service Team Management: Responsible for the overall management and operation of the global customer service team.

Establish a reasonable team structure, job responsibilities, and management mechanisms based on business scale.

Develop team performance indicators, service quality standards, and operational assessment systems.

Responsible for building team management systems, training systems, and career development mechanisms.

Establish a management system for customer service supervisors, team leaders, and senior customer service personnel.

Promote the professionalization, standardization, and scaling of the team.

III. Customer Experience Management

Continuously analyze customer feedback, complaints, inquiries, and service data.

Establish core indicator systems such as customer satisfaction, first response time, resolution timeliness, and first-time resolution rate.

Drive improvements to the product, operations, and technology teams for high-frequency customer issues.

Establish an escalation mechanism for major customer issues.

Responsible for coordinating and handling complex, high-risk, and major customer events.

IV. Cryptocurrency Business Support

Gain in-depth understanding of business processes such as spot trading, contract trading, digital asset deposits and withdrawals, wallets, and account management.

Ensure the customer service team can accurately handle digital asset-related business issues.

Establish service processes for transaction anomalies, asset anomalies, account restrictions, identity verification, and security incidents.

Cooperate with operations, product, technology, compliance, and risk teams to handle cross-departmental customer issues.

Establish a customer service emergency mechanism for market fluctuations, system upgrades, and unforeseen events.

V. Customer Complaint and Risk Event Management

Establish a systematic customer complaint handling and escalation mechanism.

Manage major customer complaints, sensitive events, and complex disputes.

Conduct root cause analysis on recurring and systemic customer issues.

Drive relevant departments to develop long-term solutions to reduce the recurrence rate of problems.

Establish a mechanism for recording, analyzing, and reviewing major customer events.

VI. Service Data and Operations Management

Establish a customer service data analysis system.

Regularly analyze data such as customer inquiry volume, problem types, processing efficiency, complaint rate, and customer satisfaction.

Identify problems in business processes and product experiences through data.

Establish a customer service operations reporting and management analysis mechanism.

Promote the application of automation tools, intelligent customer service, and knowledge base systems in customer service.

VII. Cross-Departmental Collaboration

Establish stable collaboration mechanisms with product, technology, operations, compliance, risk, and security teams.

Transform customer feedback into product and business optimization suggestions.

Participate in customer service planning for major product launches, business adjustments, and new market expansion.

Coordinate customer service resources during major system failures, market anomalies, and emergencies.

Ensure the customer service system supports the company's continued business expansion.

Job Requirements:

* Over 20 years of management experience, with extensive experience in team management and organizational development.

* Experience in customer service management within large-scale internet, fintech, digital asset, trading platform, payment, or related industries.

* Experience in building and operating a mature customer service system.

* Experience in managing large-scale customer service teams.

* Familiar with customer service quality management, performance management, complaint management, and service process optimization.

* Familiar with business processes related to digital asset trading platforms, cryptocurrencies, blockchain, or fintech.

* Strong data analysis, operational management, and problem-solving skills.

* Ability to handle complex customer issues and major customer service incidents.

* Ability to coordinate across departments and drive large-scale projects.

* Strong strategic planning, organizational management, and execution capabilities.

* Ability to adapt to the rapidly changing business environment and high-intensity operational pace of the cryptocurrency industry.

• * Strong Chinese and English communication skills.