Client Service Analyst - Livechat (Thai required)

Job description

**About Us** Established in 2018, Bybit is one of the world’s leading cryptocurrency exchanges and digital financial platforms, serving over 80 million users across more than 200 countries and regions. Powered by world-class technology and a user-first mindset, Bybit delivers a seamless ecosystem across trading, payments, wealth management, custody, institutional services, and Web3 — connecting users to the future of digital finance. Our core values define how we build. We listen, care and improve to create products and experiences that put users first. Backed by a global team of ambitious builders, problem-solvers, and innovators, we foster a high-performance and fast-moving environment where talent is empowered to drive real impact at the global scale. Supported by 24/7 multilingual customer service and a strong commitment to innovation, we are shaping the future of finance through technology, collaboration, and bold execution. Today, Bybit is recognized as one of the most trusted and transparent platforms in the digital asset industry, continuing to expand its global presence while building the infrastructure for the next generation of financial services. **Responsibilities** - Support clients on all inquiries via live chat or email - Ensure efficient and excellent customer service experience provided - Be well equipped with the Company's platform/product including keeping abreast of general market conditions - Diligently and effectively manage and follow up on inquiries/complaints of current/prospective clients - Possess a strong ability to understand what customers truly need and convert it to constructive feedback and suitable solutions for management - Ensure frontline operations are smooth, including flagging out any necessary discrepancy or situational risk to management on time. - Continuously seek improvement to enhance team’s performance and work efficiency including overall work process - Support leaders in supervising and manage manpower to ensure sufficient coverage for livechat operations including email, as per business requirements - Assist in overseeing team performance and ensure all members consistently achieve and maintain high KPIs - Provide coaching and training to all members, including case sharing for error / incidents prevention - Monitor team specific challenges and situations, working proactively to meet team and BU OKRs - Analyze performance data and prepare detailed reports providing analysis, and solutions to problems - Develop and execute hands-on in continuous improvement for the team in terms of performance, manpower and process enhancement - Act as bridge of communications across departments and internal division to ensure operations and project-collaborations are effective and results-driven - To be operationally-ready by handling livechat and email personally whenever necessary, including standby for emergency outtage. **Requirements** - Preferably customer service with experience handling external vendors, government agencies or related regulatory / compliance relations. - Candidate possess bachelor degree in finance / economics / mathematics or any related capacity - Min 5-7 years of customer service experience, with 2-3 years of supervisory or management responsibilities. - Ideally familiar with frontline operations (Livechat and Email) in fast-paced industries like Financial institutions, Fintech / Banking / Investment / call-center environment - Someone with sharp acumen and keen eyes with numbers and statistics is ideal for this position. - Proficient in **English & Thai** in communication and writing in order to liaise with dedicated market counterparts - Possess great passion to develop knowledge and a long-term career in fintech/crypto trading firms - Team player, who is committed and self-driven, with the ability to respond positively to a client's request for assistance - Able to perform 5 days' rotational shift work including weekends & Public Holidays **Why Join Us** At Bybit, we are committed to fostering a supportive and enriching work environment. Our benefits include: - Study Growth Fund: We support your professional development and continuous learning. - Internal Events: Participate in regular team-building activities, workshops, and events designed to promote collaboration and innovation. - Global Collaboration: Be part of a diverse, international team, working alongside colleagues from around the world. - Career Advancement: Access opportunities for growth and advancement within a rapidly expanding global company. - Internal Mobility: Grow with us- Your long-term development is important to us. We offer internal job opportunities to help build your career path.