Customer Service Process Specialist

Job Summary

A company is looking for a Customer Service Business Process Specialist.

Key Responsibilities

• Evaluate and improve customer service workflows, SOPs, and FAQs
• Liaise with stakeholders to communicate updates and changes in customer service
• Analyze feedback and collaborate with teams to enhance customer service processes

Required Qualifications

• 4-6 years of experience in customer service process management or operations
• Strong understanding of crypto products, KYC, and compliance processes
• Hands-on experience in project management and data analysis using BI and AI tools
• Knowledgeable in writing and maintaining customer service SOPs
• Bilingual proficiency in English and Chinese is preferred