Community Support Specialist

Job Responsibilities

• Serve as the primary community (Telegram & Discord etc.) support agent, timely answering and resolving user inquiries from official social communities.
• Cover online live chat support during off-peak community periods to ensure 24/7 user service availability and maintain service SLA.
• Independently process, follow up, escalate and close user service tickets accurately and efficiently.
• Monitor community atmosphere, filter spam and inappropriate content, and deliver replies in strict accordance with company compliance and risk control rules.
• Record high-frequency user issues, summarize common problems, and feedback optimization suggestions to the team.
• Fully accept rotating shift work (including night shifts) to support global user service across different time zones.
• Cooperate with daily team arrangements, maintain standardized service quality, and assist in daily service operation tasks.

Job Qualifications

• Must have at least 1 year of working experience in crypto exchange customer service or community support.
• Familiar with core exchange businesses, including account, KYC, deposit/withdrawal, trading and general operational questions.
• Able to work rotating shifts, adapt to cross-timezone service, and bear night shift work stably.
• Advanced English reading and writing skills to handle international user consultations.
• Strong compliance awareness, able to strictly follow platform risk control and service standards.
• Quick learning ability, clear logical thinking, patient with users, and capable of handling repetitive service work efficiently.
• Familiar with online chat systems and ticket processing workflows is preferred.
• Good stress resistance, team spirit and strict execution of team rules.