Customer Support Specialist

Responsibilities

• Respond to user inquiries via live chat regarding: deposits, withdrawals, internal transfers, futures/spot trading, and account security.
• Handle complaints and disputes in a timely manner, de‑escalating frustrated users while following established procedures. Track each case to resolution.
• Document recurring user issues and escalate actionable feedback to Operations and Product teams for continuous improvement.
• Strictly comply with risk control and compliance guidelines. Under no circumstances promise returns, execute trades on behalf of users, or request private keys/seed phrases.

Requirements

• Domain knowledge: Familiar with crypto fundamentals — wallets, addresses, on‑chain transactions, and basic exchange operations (spot, futures, deposits/withdrawals).
• Typing speed & communication: Fast and accurate typing, with the ability to explain solut...