Customer Support Specialist

Who We AreEstablished in 2019, Matrixport is the world's leading hub for all-in-one crypto financial services. We are committed to building an entry-grade ecosystem for the crypto space, by providing every user with a personalized super account that integrates products and services of crypto assets trading, investment, loan, custody, RWA, research and more. Through our diverse products and services, we empower users to achieve sustainable earnings from their crypto investments.Matrixport holds licenses such as the Hong Kong Trust or Company Service Provider (TCSP)& Money Lender License, an Appointed Representative (AR) in the UK. We are also registered as a Money Services Business (MSB) in the US and a member of Switzerland's FINMA SRO-VFQ, ensuring our services meet the highest global standards and providing users with secure and compliant crypto financial solutions.As Matrixport continually reshapes the business landscape of crypto assets appreciation at the core, we continuously introduce our offers, and keep integrating the crypto sectors to create a closed-loop ecosystem for crypto services, making it easy for everyone to access the crypto space and enjoy potential earnings of cryptocurrency.Why Join UsAt Matrixport, we tackle complex problems as a team. We encourage openness and promote transparency, respect, and inclusivity. Every team member is valued and has a voice that can be heard. We are always in the search for intellectually curious and entrepreneurial individuals who are keen on making an impact in the crypto ecosystem, and in building a better product for the next one billion users.Position OverviewThis role is responsible for delivering high-quality, one-on-one exclusive support to customers via multiple official channels, addressing their inquiries professionally, and fostering long-term customer loyalty. It requires close collaboration with cross-functional teams to drive activity promotion and continuously optimize the customer experience.Job Responsibilities:Provide one-on-one exclusive service support to users through official channels including communities and phone calls, strictly safeguarding service quality and user experience;Offer professional consultation and guidance on account operations, product interpretation, trading activities, and other related issues, ensuring the accuracy and timeliness of responses;Proactively investigate customers' core needs, systematically collect and organize customer feedback, follow up on problem-solving progress throughout the entire process, and maintain long-term and stable customer partnerships;Collaborate closely with relevant departments such as Operations and Marketing to promote the implementation and promotion of various activities among customer groups, ensuring effective execution.Job Requirements:Education Background: Bachelor's degree or above;Work Experience: At least 1 year of relevant experience in customer service or user operations, with a professional background in the financial or Internet industry preferred;Professional Competence: Strong learning ability and adaptability, capable of accepting diverse work arrangements and executing tasks efficiently;Communication Skills: Excellent communication, expression, and coordination skills; willing to communicate, good at listening, and able to accurately understand customer needs;Service Awareness: Possess empathy, pay high attention to user needs, and be able to analyze and solve problems from the customer's perspective;Professionalism: Demonstrate professional customer service etiquette, with a patient and meticulous attitude, rational analytical skills, and objective evaluation perspective; focus on problem-solving to provide high-quality and satisfactory services to users;Language Proficiency: Proficient in both written and oral Chinese and English, meeting bilingual service requirements.By submitting a job application, you confirm that you have read and agree to our Candidate Privacy Policy.