[Web3] 資深VIP客服 Senior VIP Relationship Manager

Job description

**About BTSE:** 彼特思方舟 is a specialized service provider dedicated to delivering a full spectrum of front-office and back-office support solutions, each of which are tailored to the unique needs of global financial technology firms. 彼特思方舟 is engaged by BTSE Group to offer several key positions, enabling the delivery of cutting-edge technology and tailored solutions that meet the evolving demands of the fintech industry in a competitive global market. **BTSE Group** is a leading global fintech and blockchain company that is committed to building innovative technology and infrastructure. BTSE empowers businesses and corporate clients with the advanced tools they need to excel in a rapidly evolving and competitive market. BTSE has pioneered numerous trading technologies that have been widely adopted across the industry, setting new benchmarks for innovation, performance, and security in fintech. BTSE’s diverse business lines serve both retail (B2C) customers and institutional (B2B) clients, enabling them to launch, operate, and scale fintech businesses. BTSE is seeking ambitious, motivated professionals to join our B2C and B2B teams. **About the Opportunity:** We are seeking an experienced Senior VIP Relationship Manager to deliver high-touch relationship management and dedicated account support for our highest-value clients. This role is tailored for professionals with a background in crypto/digital assets, private banking, wealth management, fintech, or brokerage services who have proven experience managing High-Net-Worth Individuals (HNWIs) or key accounts. As a trusted Relationship Manager or Account Manager, you will serve as the primary point of contact, ensuring our VIP clients receive an exceptional, solution-driven, and discreet service experience. ### Responsibilities: - **VIP Relationship Management:** Build and maintain long-term, trusted relationships with HNWIs, high-volume traders, and - **High-Touch Account Servicing:** Serve as a dedicated contact for VIP inquiries across various channels (chat, email, and calls), addressing complex questions regarding platform features, account operations, and products. - **Issue Tracking & Resolution:** Take end-to-end ownership of client requests, troubleshooting operational or technical issues with precision and speed to ensure high client satisfaction. - **Proactive Client Experience:** Anticipate client needs, gather actionable feedback, and deliver customized, concierge-level support with a non-commissioned, relationship-first mindset. - **Cross-Functional Coordination:** Act as the vital bridge between VIP clients and internal stakeholders (Trading, BD, Product, Operations, and Compliance) for seamless escalation and swift problem resolution. - **Service Improvement Initiatives:** Collaborate with leadership to refine internal workflows, VIP tiering strategies, and operational frameworks to elevate overall service standards. ### Requirements: - 3–5+ years of experience in client-facing roles within crypto exchanges, private banking, wealth management, fintech, or brokerages, specifically serving HNWIs or VIP clients (e.g., Relationship Manager, VIP Account Manager, or Premium Client Services). - Good understanding of financial or digital asset products, market dynamics, and trading operations. - Excellent communication skills in both English and Chinese (written and spoken), with the ability to build rapport with a global client base. - Strong problem-solving skills and emotional intelligence, with a track record of handling high-stakes client matters under pressure. - Demonstrated maturity, discretion, and strict adherence to confidentiality when managing sensitive financial accounts. ### Perks & Benefits - Competitive total compensation package - Various team-building programs and company events - Comprehensive healthcare schemes for employees and dependents - And many more! Apply and let us tell you more!