Support Executive- remote

What you’ll be working on:

· Provide timely and professional customer support through official channels, including online chat (Live Chat), official hotline, and website email, ensuring service quality and response efficiency.

· Focus on resolving customer issues effectively, with the objective of continuously improving overall customer experience and satisfaction.

· Based on customer feedback and real service scenarios, communicate and coordinate with cross-functional teams to review and improve existing processes, enhancing operational efficiency.

· Continuously update and maintain FAQ content in line with business changes, and contribute to the expansion and optimization of the AI knowledge base to improve automated response accuracy and coverage.

· Conduct market research and analyze customer behavior to provide timely and accurate data support for system optimization, process adjustments, and policy changes.

· Prepare and maintain customer guidance materials, including written documentation and instructional videos, based on business requirements.

· Participate in system testing and acceptance, validating that system functionalities meet business and customer service use cases.

岗位职责

· 通过官方渠道为客户提供及时、专业的支持服务，包括在线咨询（Live Chat）、官网电话及官网邮箱等，确保服务质量与响应时效。

· 以高效解决客户问题为核心目标，持续提升整体客户体验与服务满意度。

· 基于客户反馈与实际服务场景，进行跨部门沟通与协调，梳理并推动现有流程的优化与改进。

· 持续更新和完善 FAQ 内容，并补充及优化 AI 知识库，提升自动化应答的准确性与覆盖率。

· 开展市场调研与客户行为分析，为系统优化、流程调整及政策变更提供及时、准确的数据支持。

· 根据业务需求，制作并维护客户指引类文档及视频内容，提升客户自助解决问题的能力。

· 参与系统功能测试与验收，从业务与客户服务角度确认系统功能符合实际使用场景。

What we’re looking for:

· Bachelor’s degree or above, preferably in Finance, Statistics, Computer Science, Data Analytics, or related disciplines.

· Prior experience in a forex brokerage, securities firm, or investment bank is preferred, including but not limited to customer support, trading support, or operational support roles.

· Strong analytical and problem-solving skills, with the ability to handle complex customer complaints in a professional and composed manner, and to propose practical and effective solutions.

· Excellent communication and interpersonal skills, with the ability to accurately understand customer needs, address issues patiently, and coordinate effectively with cross-functional teams.

· Detail-oriented with a strong sense of responsibility, capable of continuously following up on assigned matters and ensuring issue closure.

· Fluent in Mandarin; proficiency in English for both written and verbal communication is preferred.

· Experience in process optimization, Standard Operating Procedure (SOP) improvement, and internal training is a plus.

· Candidates who hold high standards for work quality and outcomes, and who strive for continuous improvement, are welcome.

· Willingness to work on a shift-based schedule.

岗位要求

· 本科及以上学历，金融、统计学、计算机、数据分析等相关专业背景者优先。

· 具备外汇经纪商、证券公司或投资银行相关工作经验者优先，包括但不限于客户支持、交易支持或运营支持等领域。

· 具备较强的分析能力和问题解决能力，能够以专业、冷静的态度处理复杂客户投诉，并提出切实可行的解决方案。

· 具备良好的沟通表达能力与亲和力，能够准确理解客户需求，耐心处理问题，并进行有效的跨部门沟通与协调。

· 思维周全，责任心强，能够对所负责事项持续跟进并确保问题闭环。

· 具备流利的普通话沟通能力，具备良好的英语读写及口头沟通能力者优先。

· 在流程优化、标准操作程序（SOP）改进及内部培训方面具备相关经验者优先。

· 欢迎对工作质量和结果有较高标准、追求持续改进的候选人。

· 可接受轮班工作安排。