Customer Service Specialist

About the role

Bybit, a leading global cryptocurrency exchange, is seeking a Customer Service Specialist to support its SME Campaign & Bonus initiatives. The role focuses on handling client inquiries via live chat and email, ensuring a seamless and high‑quality support experience for both existing and prospective users.

Key responsibilities

• Respond to client questions and issues through live chat and email channels.
• Maintain up‑to‑date knowledge of Bybit’s platform, products, and overall market conditions.
• Track, manage, and follow up on inquiries and complaints, providing timely resolutions.
• Identify customer needs, translate feedback into actionable insights for management.
• Monitor frontline operations, flagging discrepancies or risks to leadership.
• Support team leaders in staffing live‑chat coverage and ensuring KPI achievement.
• Coach and train team members, share case studies to prevent errors.
• Analyze performance data, prepare reports, and propose process improvements.
• Act as a liaison across departments to ensure effective project collaboration.
• Step in to handle live‑chat or email support personally during emergencies or outages.

Required profile

• Strong communication skills with the ability to understand and address customer needs.
• Experience in customer service, preferably handling external vendors.
• Detail‑oriented and proactive in identifying operational risks.
• Ability to work under pressure and adapt to fast‑changing environments.

Required skills

What we offer

• Opportunity to work in a fast‑growing fintech company with a global user base.
• Collaborative environment that encourages innovation and continuous improvement.