Customer Service Team Lead

About Us

We are a globally distributed cryptocurrency exchange operating in the digital asset trading and wealth management space, with millions of users across major markets worldwide. We're a remote-first, fast-scaling team built on innovation, collaboration, and speed — and we're growing our footprint globally.

Why This Role Exists

Our users depend on responsive, high-trust customer service, and that bar only rises as we scale. We're hiring a hands-on CS Leader to run day-to-day service operations and complaint management with global coverage, building the frameworks and team that keep response times fast and resolution quality high.

What You'll Own

• Day-to-day operational management of the CS team across chat and email channels, owning SLAs for response time, resolution rate, and customer satisfaction
• The full complaint lifecycle — intake, categorization, follow-up, and closure — across the markets you cover
• A tiered complaint-response framework, with standardized processes for high-risk scenarios (fund security, account anomalies, transaction disputes)
• Personal handling of major and escalated complaints, coordinating with Risk, Legal, and Operations, and turning resolutions into repeatable playbooks
• Regular reporting on CS and complaint data, surfacing recurring issues and system gaps to the wider business
• Team performance — setting and cascading targets, coaching, and building out the bench

Who We're Looking For

• 5+ years in customer service operations, including 2+ years managing a CS team at a financial platform, trading platform, or payments institution; exchange background strongly preferred
• Experience building and running service delivery frameworks, with real crisis-management and complex-complaint chops; familiarity with crypto trading operations and compliance requirements
• Comfortable leading a mid-sized team with global coverage
• English is mandatory; bilingual English/Chinese
• Strong cross-functional coordination, resilience under pressure, and a data-driven approach to spotting business issues in service data
• Nice to have: exchange background, compliance background, AI-driven CS efficiency project experience

Why This Role Is Worth Your Time

This is a leadership seat with real scope — you'll own service quality and complaint resolution for a leading crypto exchange's global operations, building the team and the playbook rather than inheriting someone else's.