DEX Customer Service Specialist

DEX Customer Service Specialist About BingX A leading crypto exchange since 2018. With 20 million registered users worldwide. Official crypto exchange partner of Chelsea FC. User-First, reliable, innovative, and diversified. List over 1,000 spot trading pairs. Offer over 300 futures trading pairs. Integrate with over 80 public chain ecosystems. Rank top on CoinMarketCap and CoinGecko. TradingView's Best Crypto Exchange for 2021, 2022 & 2023. A gateway for the next billion crypto users. Founded in 2018, BingX is a leading cryptocurrency exchange, serving over 20 million users worldwide. BingX offers diversified products and services, including spot, derivatives, copy trading, and asset management – all designed for the evolving needs of users, from beginners to professionals. BingX is committed to providing a trustworthy platform that empowers users with innovative tools and features to elevate their trading proficiency. Our current vacancy | Full-time | Long-term | REMOTE Responsibilities: 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. Requirements: 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. Preferred Qualifications: Previous customer service or community management experience in DEX, DeFi projects, or cryptocurrency exchanges. Familiarity with the operation of common wallets such as MetaMask and practical on-chain interaction experience. Proficiency in using Web3 community platforms including Discord, Telegram, and Twitter. Understanding of core concepts like smart contracts, Gas fee mechanisms, and AMM. Working at BingX Join an international and diversified team Great career development in a fast-growing company Be part of the future of finance technology and achieve meaningful goals Competitive market salary and fully remote/work-from-home flexibility Flexibility to observe your local holiday calendar, alongside additional benefits Department Support Department Locations GLOBAL Remote status Fully Remote