Responsibilities

Serve as exclusive contact for high-value VIP clients, deliver one-on-one dedicated support via tickets and online channels in fluent English.
Independently handle complex account enquiries, transaction consultations, escalated complaints and difficult user issues, provide accurate, policy-compliant and feasible solutions.
Process high-priority VIP tickets within agreed SLA, ensure timely response and effective resolution to improve VIP satisfaction and user retention.
Conduct end-to-end tracking and follow-up for all VIP cases; fully document communication history, progress and resolutions to achieve closed-loop case management.
Proactively maintain long-term VIP client relationships, offer empathetic, customized and premium standard service to high-net-worth users.
Strictly abide by company communication standards, service guidelines, internal policies and compliance & risk control requirements in all client communications.
Regularly collect VIP user feedback, sort out frequent issues and service bottlenecks, assist the team in optimizing VIP service workflows and user experience.
Follow team shift arrangements, sustain consistent service availability and stable service quality for VIP users.

Qualifications

Professional proficiency in written and spoken English; capable of independent communication and negotiation with global high-end clients.
Minimum 23 years exchange experience in customer support, VIP account management or high-value user service; cross-border platform experience preferred.
Understanding of cryptocurrency trading concepts (e.g., spot trading, order types, leverage, PnL calculation) is needed. Familiarity with cryptocurrency and digital asset industry business scenarios and typical risk cases is a strong plus.
Bachelor's degree or above.
Outstanding business communication skills, equipped with crisis handling awareness for user disputes.
Patient, meticulous, customer-centric with high emotional intelligence and strong empathy for VIP user maintenance.
Able to work efficiently under pressure, manage multiple concurrent cases simultaneously, demonstrate good teamwork.
Flexible to accept rotating shifts as business requires.
Genuine interest in the crypto industry, proactive mindset to participate in continuous optimization of VIP service systems.
Location: Remote

VIP Customer Service Specialist