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Phemex is a Top derivatives global crypto exchange.
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Customer Service Representative - Security/Trading

Full time
About the job
1. Collaborate with our Risk or Trading team to address customer complaints related to security or trading matters.
2. Conduct thorough security audits/trading issues on various account activities, diagnose account issues, and propose solutions.
3. Assist the product team in implementing risk management processes/ trading related support initiatives.
4. Help create and update risk management documentation/ develop and refine help center materials and FAQs to our users' needs about trading.
5. Develop and improve security/ trading guidelines and best practices for the team's development.
6. Stay informed about the latest security/ trading tools, technologies, and trends in the blockchain industry.
7. Educate clients and internal teams on security/ trading topics through online tickets and training sessions.
8. Enhance existing policies and workflows to establish a robust, scalable process.
9. Support special projects and legal tasks as needed.
10. Ensure completion of due diligence processes.
1. Minimum of 1 year of customer support experience in risk control or in crypto trading or FX trading.
2. Knowledge or experience in the crypto industry is preferred, familiarity with tools like Chainalysis is a bonus.
3. Bachelor's degree or higher.
4. Proficient communication skills in spoken and written English; bilingual abilities are advantageous.
5. Friendly, detail-oriented, with a customer-centric approach.
6. Capable of handling multiple tasks under pressure while maintaining professionalism and teamwork.
7. Availability for night shifts.
8. Enthusiastic about the crypto industry.
9. This is a remote role, and your located countries are not limited but need to be confirmed.

Customer Service Representative

Full time
About the job
The ideal candidate loves talking to people and proactively solving issues. You will be responsible for converting customers into passionate evangelists.
Customer Service Representative-Frontline
• Handle requests through online chats and tickets for customers in English and other languages.
• Provide accurate, valid and comprehensive information by using the right customer service methods/tools.
• Provide proper solutions to customer issues within reasonable time limits.
• Keep records of customer interactions and follow-up to ensure smooth and accurate resolution of customer issues.
• Follow communication procedures, guidelines, and policies.
• Ensure customer satisfaction and provide professional customer support.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Be able to cover night shift and follow the shift change based on the team needs.
• Bachelor's degree or above.
• At least 1 year’s customer support working experience.
• Communicate spoken and written English professionally is a must and bilingual language skills is a plus.
• With good crypto industry knowledge or experience; positive about and interested in the crypto industry.
• Kind, warm-hearted, detail-oriented, with a strong spirit of teamwork.
• Can handle multiple tasks under high pressure while maintaining a professional attitude.
• This is a remote role, and your located countries are not limited but need to be confirmed.