Bilingual Customer Service Supervisor

English Customer Service Supervisor (Singapore; Taiwanese candidates preferred) – Asia Time Zone Key Responsibilities: 1. Supervise and lead the customer service team by providing guidance, support, and training to ensure high performance. 2. Develop and implement customer service policies, procedures, and standards to enhance the user experience. 3. Monitor and evaluate the performance of customer service representatives, providing feedback and coaching as needed. 4. Handle escalated customer inquiries and complaints, resolving issues promptly and professionally. 5. Analyze customer service metrics and user feedback to identify areas for improvement and implement corrective actions. 6. Ensure the customer service team is well-versed in our products, services, and industry developments. 7. Communicate with business teams to gather user and channel feedback on the platform’s trading experience—particularly regarding customer service performance—identify improvement opportunities, and continuously enhance the user experience. 8. Promptly report user issues and online trading anomalies to relevant departments and follow up until resolution. Qualifications: 1. Bachelor’s degree in Business Administration, Psychology, English, or a related field. 2. Experience as a customer service supervisor or in a similar role at a cryptocurrency exchange. 3. Fluent in Chinese and English, both written and verbal. 4. Excellent leadership and team management skills. 5. In-depth understanding of contract and spot trading products and related workflows on peer platforms. 6. Strong problem-solving skills with the ability to handle challenging customer interactions. 7. Proficient in using customer service software and tools. 8. Strong organizational and time management skills. 9. Ability to work in a fast-paced, dynamic environment.