Client Service Expert

2 weeks ago

Remote, Oregon, United States MOLEDAO PTE. LTD. Full time

We are helping Byore to hire few roles. Byore is a US-based firm looking to build and enable digital finance for the future. Our vision is to build a full financial ecosystem where digital assets, traditional finance, and everyday money management live in one seamless experience, made available to everyone.

Founded by a team of innovators, traders, and compliance professionals, our mission is to bring the emerging world of digital assets to everyone. Our flagship product is a secure, regulated crypto exchange where we build trading tools for both retail and institutional clients - such as spot trading, yield generation products with a focus on compliance and security.

1. Purpose / Focus

  • Complaint handling

2. Responsibilities

  • Plan and manage manpower to ensure sufficient coverage for livechat operations including email, as per business requirements
  • Oversee team performance and ensure all members consistently achieve and maintain high KPIs
  • Provide coaching and training to all members, including case sharing for error / incidents prevention
  • Monitor team specific challenges and situations, working proactively to meet team and BU OKRs
  • Analyze performance data and prepare detailed reports providing analysis, and solutions to problems
  • Develop and execute hands-on in continuous improvement for the team in terms of performance, manpower and process enhancement
  • Act as bridge of communications across departments and internal division to ensure operations and project-collaborations are effective and results-driven
  • To be operationally-ready by handling livechat and email personally whenever necessary, including standby for emergency outtage.

3. Requirements

  • Candidate possess bachelor degree in finance / economics / mathematics or any related capacity
  • Minimum diploma in business administration or business management with keen and sharp eye for numbers
  • Min 5-7 years of customer service experience, with 2-3 years of supervisory or management responsibilities.
  • Ideally familiar with frontline operations (Livechat and Email) in fast-paced industry like Financial institutions, Fintech / Banking / Investment / call-center environment
  • Someone with sharp acumen and keen eyes with numbers and statistics is ideal for this position.
  • Proficient in English & Chinese in communication and writing in order to liaise with dedicated market counterparts
  • Possess great passion to develop knowledge and a long-term career in fintech/crypto trading firms
  • Team player, who is committed and self-driven, with the ability to respond positively to a client's request for assistance

4. Legal & Compliance

  • Must comply with all applicable laws and regulations in the work location
  • Not legally required, but strongly preferred for practicality.

Job Type: Full-time

Work Location: Remote

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