客户服务分析师 - 实时聊天（需泰语）
Client Service Analyst - Livechat (Thai required)
关于我们
成立于2018年，Bybit是全球领先的加密货币交易所和数字金融平台，为超过200个国家和地区的8000万用户提供服务。凭借世界级的技术和以用户为中心的理念，Bybit在交易、支付、财富管理、托管、机构服务和Web3领域打造了无缝的生态系统，将用户与数字金融的未来连接起来。
我们的核心价值观定义了我们如何构建。我们倾听、关心并持续改进，以创造以用户为中心的产品和体验。由一群有抱负的建造者、问题解决者和创新者组成的全球团队，我们营造了一个高绩效、快速发展的环境，让人才能够在全球范围内推动真正的影响力。我们拥有7x24小时多语言客户服务，并致力于创新，通过技术、协作和大胆执行塑造金融的未来。
如今，Bybit被公认为数字资产行业最值得信赖和透明的平台之一，持续扩大其全球影响力，同时构建下一代金融服务的基础设施。
职责
- 通过在线聊天或电子邮件支持客户的所有咨询
- 确保提供高效且优质的客户服务体验
- 熟悉公司的平台/产品，及时了解市场动态
- 认真有效地处理和跟进现有或潜在客户的咨询/投诉
- 具备强大的能力，理解客户真正的需求，并将其转化为对管理层有建设性的反馈和合适的解决方案
- 确保前线运营顺畅，及时向管理层报告任何必要的差异或情境风险
- 持续寻求改进，提升团队绩效和工作效率，包括整体工作流程
- 支持领导监督和管理人力，确保根据业务需求，为在线聊天和邮件服务提供足够的覆盖
- 协助监督团队绩效，确保所有成员持续达成并保持高水平的KPI
- 为所有成员提供指导和培训，包括案例分享以预防错误/事件发生
- 监控团队特定的挑战和情况，积极主动地满足团队和业务单元的OKR
- 分析绩效数据并准备详细的报告，提供分析和解决方案
查看英文原文
About Us
Established in 2018, Bybit is one of the world’s leading cryptocurrency exchanges and digital financial platforms, serving over 80 million users across more than 200 countries and regions. Powered by world-class technology and a user-first mindset, Bybit delivers a seamless ecosystem across trading, payments, wealth management, custody, institutional services, and Web3 — connecting users to the future of digital finance.
Our core values define how we build. We listen, care and improve to create products and experiences that put users first. Backed by a global team of ambitious builders, problem-solvers, and innovators, we foster a high-performance and fast-moving environment where talent is empowered to drive real impact at the global scale. Supported by 24/7 multilingual customer service and a strong commitment to innovation, we are shaping the future of finance through technology, collaboration, and bold execution.
Today, Bybit is recognized as one of the most trusted and transparent platforms in the digital asset industry, continuing to expand its global presence while building the infrastructure for the next generation of financial services.
Responsibilities
- Support clients on all inquiries via live chat or email
- Ensure efficient and excellent customer service experience provided
- Be well equipped with the Company's platform/product including keeping abreast of general market conditions
- Diligently and effectively manage and follow up on inquiries/complaints of current/prospective clients
- Possess a strong ability to understand what customers truly need and convert it to constructive feedback and suitable solutions for management
- Ensure frontline operations are smooth, including flagging out any necessary discrepancy or situational risk to management on time.
- Continuously seek improvement to enhance team’s performance and work efficiency including overall work process
- Support leaders in supervising and manage manpower to ensure sufficient coverage for livechat operations including email, as per business requirements
- Assist in overseeing 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.
Requirements
- Preferably customer service with experience handling external vendors, government agencies or related regulatory / compliance relations.
- Candidate possess bachelor degree in finance / economics / mathematics or any related capacity
- 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 industries 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 & Thai 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
- Able to perform 5 days' rotational shift work including weekends & Public Holidays
Why Join Us
At Bybit, we are committed to fostering a supportive and enriching work environment.
Our benefits include:
- Study Growth Fund: We support your professional development and continuous learning.
- Internal Events: Participate in regular team-building activities, workshops, and events designed to promote collaboration and innovation.
- Global Collaboration: Be part of a diverse, international team, working alongside colleagues from around the world.
- Career Advancement: Access opportunities for growth and advancement within a rapidly expanding global company.
- Internal Mobility: Grow with us- Your long-term development is important to us. We offer internal job opportunities to help build your career path.