VIP Customer Service Specialist

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 2~3 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