Customer Service Supervisor

Founded in 2018, BingX is a leading cryptocurrency exchange, serving over 20 million users worldwide. BingX offers diversified products and services, including spot, derivatives, copy trading, and asset management – all designed for the evolving needs of users, from beginners to professionals.

BingX is committed to providing a trustworthy platform that empowers users with innovative tools and features to elevate their trading proficiency.

Job Responsibilities

• Be responsible for the team operation and management of multiple customer service groups, including setting goals for team members, monitoring service quality, and conducting real-time scheduling.
• Conduct in-depth sorting out of the service processes and appeal handling processes of service groups, identify bottlenecks, risk points and experience shortcomings, and take the lead in designing and implementing optimization plans.
• Promote cross-departmental collaboration (e.g., with Product, Technology, Risk Control, and Marketing departments), convert user needs, product defects, and improvement suggestions feedback from frontline customer service into specific optimization items, and track their implementation.
• Establish a daily data verification mechanism, monitor key indicators, gain in-depth business insights through data mining, identify the root causes of problems, and provide data support for management decisions.
• Be responsible for the talent development and team building of the affiliated team, establish a systematic talent training system, and improve team members' ability to solve complex problems.
• Handle major and escalated incidents related to customer service, safeguard the company's reputation and customer relationships, summarize and review major cases to form handling paradigms, and apply them to team training.

Requirements

• Language Proficiency : Bilingual in Chinese and English.
• More than 5 years of customer service work experience, including at least 2 years of experience in customer service team management or as a core backbone.
• Priority will be given to candidates with team management experience in VIP customer service or customer complaint / appeal handling.
• Excellent ability in process optimization and system construction.
• High data sensitivity and strong data analysis capabilities.
• Good coordination and cross-departmental promotion capabilities, able to express viewpoints clearly and persuasively and promote problem-solving.
• Strong sense of responsibility, pressure resistance, and multi-task management capabilities, able to adapt to a fast-paced working environment.

Working at BingX

• Join an international and diversified team
• Great career development in a fast-growing company
• Be part of the future of finance technology and achieve meaningful goals
• Competitive market salary and fully remote / work-from-home flexibility
• Flexibility to observe your local holiday calendar, alongside additional benefits

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Customer Service

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