Customer Support Specialist

5 days ago

Penang, Malaysia Bitdeer Group Full time

About Bitdeer:

Bitdeer Technologies Group (Nasdaq: BTDR) is a leader in the blockchain and high-performance computing industry. It is one of the world's largest holders of proprietary hash rate and suppliers of hash rate. Bitdeer is committed to providing comprehensive computing solutions for its customers.

The company was founded by Jihan Wu, an early advocate and pioneer in cryptocurrency who cofounded multiple leading companies serving the blockchain economy. Mr. Wu leads the company as Founder, Chairman, and CEO, while Matt Linghui Kong serves as Bitdeer's CBO and provides leadership through deep industry knowledge and technology expertise.

Headquartered in Singapore, Bitdeer has deployed mining data centers in the United States, Norway, and Bhutan. It offers specialized mining infrastructure, high-quality hash rate sharing products, and reliable hosting services to global users. The company also offers advanced cloud capabilities for customers with high demands for artificial intelligence.

Dedication, authenticity, and trustworthiness are foundational to our mission of becoming the world's most reliable provider of full-spectrum blockchain and high-performance computing solutions. We welcome global talent to join us in shaping the future.

What you will be responsible for:

  • User management: Answer questions raised by domestic and foreign users in the ticket system (Zendesk), community, and other online platforms, efficiently solve customer problems, and improve user satisfaction.
  • KYC management: Process user KYC work orders, understand and learn the company's latest compliance policies, and ensure timely and effective resolution of customer KYC work orders.
  • Product management: Support sales-related work, including product listing, inventory management, and production of product links for major customers.
  • After-sales follow-up: Track and handle abnormal after-sales problems and respond to emergencies.
  • VIP management: Maintain relationships with VIP customers, including creating exclusive product links and enhancing user loyalty to the brand.
  • Product optimization: Analyze and summarize product and process issues, propose improvement plans, and optimize business and customer service processes based on user experience and needs.
  • Process optimization: Collaborate with other business teams, write relevant SOP process articles, and promote process optimization and standardization.
  • Complete other tasks assigned by the leader.

How you will stand out:

  • Bachelor's degree or above;
  • Proficient in English and Chinese communication; Proficient in Office software;
  • Strong communication skills, user-centric approach, service awareness, teamwork spirit, organizational coordination ability, sense of responsibility, and stress resistance;
  • Experience as a Customer Support Specialist (from Junior to Senior) or Customer Support Team Leader or above.

What you will experience working with us:

  • A culture that values authenticity and diversity of thoughts and backgrounds;
  • An inclusive and respectful environment with open workspaces and an exciting start-up spirit;
  • Fast-growing company with networking opportunities with industry pioneers and enthusiasts;
  • Ability to contribute directly and make an impact on the future of the digital asset industry;
  • Involvement in new projects, developing processes/systems;
  • Personal accountability, autonomy, fast growth, and learning opportunities;
  • Attractive welfare benefits and developmental opportunities such as training and mentoring.

Bitdeer is committed to providing equal employment opportunities in accordance with country, state, and local laws. Bitdeer does not discriminate against employees or applicants based on conditions such as race, colour, gender identity and/or expression, sexual orientation, marital and/or parental status, religion, political opinion, nationality, ethnic background or social origin, social status, disability, age, indigenous status, and union.

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