Provide timely, professional, and friendly bilingual support (Chinese/English) to global users through multiple channels.
Analyse and resolve common user issues during transactions, including transaction failures, insufficient Gas fees, slippage settings, and authorisations.
Guide users to check transaction status via blockchain explorers and troubleshoot problems like undelivered assets.
Offer clear instructions on platform features, liquidity mining, staking, and other related operations.
Deliver security education to users, such as identifying and warning against phishing websites, fake customer service, and "counterfeit token" scams.
Accurately record, track, and report bugs, product suggestions, and community sentiment provided by users.
Collaborate closely with product and development teams to translate user feedback into motivation for product optimisation.
Assist in maintaining and updating the official knowledge base and FAQ to enhance users' ability to resolve issues independently.

Proficient in both Chinese and English, with excellent written and verbal communication skills.
Strong interest in blockchain and Web3, along with basic understanding of core concepts of major public chains like Ethereum.
At least 1 year of customer service experience, or exceptional empathy, patience, and problem-solving abilities.
Ability to quickly learn new technologies and work efficiently in a fast-paced, remote environment.
Strong sense of responsibility and teamwork spirit.
Previous customer service or community management experience in DEX, DeFi projects, or cryptocurrency exchanges preferred.
Familiarity with the operation of common wallets such as MetaMask and practical on-chain interaction experience preferred.
Proficiency in using Web3 community platforms including Discord, Telegram, and Twitter preferred.
Understanding of core concepts like smart contracts, Gas fee mechanisms, and AMM preferred.

Customer Service Specialist

Key skills