Customer Success & Support Associate (Web3)

About the role

We are looking for a Customer Success & Support Associate to assist with customer communication and product support. This is primarily a customer support role responsible for handling enquiries through customer support channels and ticketing systems. You will also assist with client group communication and delivery coordination to ensure a smooth customer experience. You will work closely with the Product, Project Delivery, and Business Development teams to help clients understand and use our Web3 products, including wallets, payment engines, cards, and other solutions. This role is suitable for someone who is detail-oriented, responsible, and communicative, and who is interested in building experience in customer success within the Web3 industry.

Key responsibilities

• Respond promptly to customer enquiries through support channels and ticketing systems, and handle common product and system-related issues.
• Document product issues and coordinate with internal teams to follow up and resolve them.
• Monitor client group messages, provide basic updates, and ensure customer issues are addressed promptly.
• Maintain and update FAQs, response templates, and internal customer support documentation.
• Support the Project Delivery team with client onboarding and ongoing account maintenance to ensure a smooth delivery experience.
• Record daily customer support data and identify customer feedback trends to support operational improvements.

About you

• At least 1 year of experience in customer support, client management, or product operations.
• Ability to understand product workflows and basic technical concepts, such as wallets, APIs, and payment processes.
• Good written communication skills in both Chinese and English.
• Detail-oriented, proactive, and able to solve problems and collaborate effectively across teams.
• Able to work according to the rotating shift schedule, including evening and weekend shifts.

What We Offer

• An opportunity to join a fast-growing Web3 infrastructure team.
• A clear career development path and structured training.
• A flexible rotating shift arrangement and collaborative working environment.
• Stable, long-term career development opportunities.