Customer Support Specialist



Customer Service
Posted on Monday, July 24, 2023

About Bitdeer:

Bitdeer Group is the world’s leading digital asset mining ecological service provider. It was founded by Jihan Wu, a renowned pioneer in the crypto industry, along with Sequoia Capital, IDG, and other well-known investment institutions in the field of blockchain. Bitdeer Group was established in 2020 with the headquarter in Singapore and has branches across the globe such as the United States, Europe, and other countries and regions. Adhering to a professional, authentic, and reliable corporate culture, Bitdeer Group is committed to becoming the world's most reliable digital asset mining service provider, which can provide customers with full mining eco-services including computing power sharing and mining farm management.

What you will be responsible for:

  1. Responsible for answering online questions raised by domestic and foreign users on Zendesk and other platforms, handling KYC verification, paying attention to the guidance of users' comments, effectively solving customer problems, improving user satisfaction, and being responsible for the results of problem solving;
  2. Analyze and summarize product and process problems based on user experience and demand, make weekly summary and statistics of customer demand, put forward improvement plans, improve customer satisfaction, optimize business and customer service processes;
  3. Responsible for docking with other business teams, and promoting process optimization and standardization according to business development;
  4. Track and deal with abnormal problems such as purchase and after-sales of platform products, and have the ability to deal with emergencies;
  5. Responsible for maintenance of VIP customers, including but not limited to, making product links for VIP customers, maintaining good relations with users, enhancing users' loyalty to the brand, collecting and feedback valuable needs of customers in time, and making follow-up reports;
  6. Complete other tasks assigned by the leader.

How you will stand out:

  1. Bachelors degree
  2. Minimum 3 years of experience in customer support and tools eg Zendesk
  3. Strong analytical skills, financial and business acumen
  4. Keen interest in blockchain, cryptocurrency and/or mining
  5. Ability to collaborate effectively with internal and external partners
  6. Excellent communication and strong learning ability
  7. Proficiency in other minor languages (e.g., Russian and Spanish) is a plus; Knowledge of KYC,blockchain and digital currency industry is preferred, overseas study or customer service experience is preferred

What you will expect:

  • Fast-growing digital assets service provider company with a supreme network of investors, pioneers and enthusiast with ample knowledge and experience in the new industry;
  • Ability to contribute directly and make an impact to the future of digital asset industry;
  • The chance to build up new things/processes/systems from scratch;
  • Personal accountability, fast growth and learning opportunities;
  • An inspiring working environment with dynamic workspaces, flexible work time, flat structures, great team and a start-up spirit
  • Attractive salary package and welfare benefits;
  • The opportunity to grow your knowledge and career with internal and external training and mentoring resources.