Customer Service Representative

The Role
We are seeking an experienced Operations Manager to oversee the daily functions of our exchange. You will bridge the gap between technical trading systems and business processes, ensuring 24/7 stability, liquidity efficiency, and regulatory compliance. You will be the primary operational owner for our Vietnam hub, managing local vendors, payment rails, and operational staff.
Key Responsibilities
1. Exchange Operations & Treasury
Daily Settlement: Oversee daily reconciliation of fiat and crypto balances across hot/cold wallets, bank accounts, and payment processors.
AI & Process Automation: Leverage AI-driven tools and automation scripts (e.g., Python, LLM-based data extraction) to streamline reconciliations, detect transaction anomalies in real-time, and significantly reduce manual data entry overhead.
Liquidity Monitoring: Monitor exchange liquidity health and spreads; coordinate with market makers and liquidity providers to ensure order book depth during high-volatility periods.
Incident Response: Act as the first point of escalation for operational outages, trade execution errors, or "flash crash" scenarios; coordinate with engineering to resolve technical incidents.
Treasury Management: Manage treasury flows, including rebalancing assets between custodial wallets (e.g., Fireblocks, BitGo) and exchange hot wallets to maintain withdrawal efficiency.
2. Local Market & Compliance
Payment Rails: Manage relationships with local payment processors and banking partners to ensure smooth VND on/off-ramp flows.
KYC/AML Oversight: Supervise the local KYC team to ensure strict adherence to onboarding protocols while maintaining a fast user approval rate.
Regulatory Watch: Stay updated on Vietnam’s evolving crypto regulatory framework (e.g., SBV directives) and ensure the exchange remains compliant with local reporting requirements.
3. Team & Vendor Management
Staff Management: Manage a local team of [Number] operational staff (CS agents, KYC analysts, Finance ops).
SOPs: Create and maintain standard operating procedures (SOPs) for shift handovers, incident reporting, and crisis management.
Vendor Relations: Negotiate and manage contracts with local service providers (office, legal, HR).
Requirements
Experience: 3-5+ years in Operations, Treasury, or Clearing roles within the Fintech, Forex, or Cryptocurrency industry.
Crypto Native: Deep understanding of blockchain mechanics (UTXO vs Account-based), gas fees, stablecoin dynamics (USDT/USDC), and exchange architecture (Order Matching, APIs, Websockets).
Technical & Automation Skills: Proven ability to implement AI tools or write scripts (Python, SQL, VBA) to automate manual reconciliation tasks and reporting.
Platform Familiarity: Comfortable working with trading dashboards and back-office tools (e.g., Admin panels, CRM). Experience with institutional software (e.g., Deltix, Talos) or custody solutions (e.g., Fireblocks) is a major plus.
Language: Fluency in English is mandatory. Proficiency in Vietnamese is highly preferred for managing local staff and banking relationships.
Mindset: High integrity and ability to remain calm under pressure (e.g., during market volatility or liquidation events).
Preferred Qualifications
Experience implementing AI tools for fraud detection or transaction monitoring.
Previous experience dealing with VND payment gateways or P2P merchant teams.
Understanding of derivative products (Perpetuals, Futures, Options).

We're seeking someone currently based in Mexico | Chile | Colombia. We have multiple openings. Details will be shared via chat. Applications should include a LinkedIn profile. It's a long-term opportunity, expected to last over a year.

About Us
We are a boutique, Asia-based Web3 marketing agency working with early-stage and growth-stage crypto projects across DeFi, infrastructure, consumer apps, and gaming.
Our team has executed campaigns with leading L1/L2 ecosystems, DeFi protocols, and community-driven projects.
We focus on narrative design, community activation, cross-market growth, and delivering impactful results for clients in Asia and globally.
We are now expanding our BD and Community Ops teams.
The Role : Business Development Manager (75k-150k)
We’re looking for an energetic, relationship-driven BD Manager to help us expand our client base across Asia, Europe, and emerging markets.
You will represent the agency, identify growth opportunities, and build long-term relationships with founders, marketing teams, and communities.
Responsibilities
Identify and reach out to potential clients across DeFi, L1/L2, GameFi, infrastructure, and consumer crypto.
Manage inbound leads and maintain ongoing partner relationships.
Develop proposals for marketing, community growth, content strategy, and campaign execution.
Attend virtual and in-person events; represent the agency in AMAs, panels, or client calls.
Create collaboration opportunities with ecosystems, media outlets, KOL networks, and community groups.
Work closely with internal teams (content, community, strategy) to align solutions with client needs.
Requirements
1–3 years of BD, partnerships, or client-facing experience (Web3 preferred).
Strong communication and negotiation skills.
Understanding of crypto communities, social platforms, and narrative-driven marketing.
Comfortable working in a fast-paced, global, remote environment.
English required; Asian language fluency is a strong plus.
Familiarity with Southeast Asia Web3 projects, with strong relationships with project teams preferred.
Bonus
Experience in a Web3 agency, marketing firm, or KOL network.
Existing network of founders, CMOs, or BD leads within crypto.
Familiarity with China/SEA/India/Korea/Japan market dynamics.

About the Company: 
Bitcastle is a cryptocurrency exchange and Forex (FX)platform which aims to create a new age of exchange where everyone can use it safely and have fun. As we expand and take a more active approach to global expansion, bitcastle is looking to hire a Full-TimeOperation Manager (Crypto) to join our team.
About the Role: 
We are looking for an Operations Manager to join the Bitcastle team. In this role, you will design, implement, and maintain efficient operational frameworks for our cryptocurrency trading platform. You will optimize existing operations processes, manage daily platform activities, ensure compliance with regulatory requirements, and support the smooth functioning of overall operations.
Design, implement, and maintain an efficient and effective operational framework for the crypto platform
Optimize existing operations processes to improve operational efficiency
Conduct data analysis and forecasting to support operational decisions
Manage platform transactions and daily activities, working closely with finance and customer support teams
Conduct client due diligence and screenings, and oversee KYC tools and processes
Ensure adherence to legal and compliance requirements, including coordination and communication with internal and external auditors and stakeholders as appropriate
Requirements: 
At least 1 year of operations experience in crypto exchanges trading platforms (relevant experience in tech platforms will also be considered)
Knowledge and expertise in KYC and AML regulations
Strong analytical skills and high attention to detail
Preferred Qualification:
Deep knowledge and interest in Crypto (knowledge of crypto or blockchain is an advantage)
Japanese Language (good to have)
Experience as an Operations Manager or in a senior operations role

We are seeking a dedicated Member Service Representative to join our team. The ideal candidate will be responsible for providing top-notch customer service and support to our valued members. This position requires someone with a strong background in customer service, sales and marketing, and administrative support.
Responsibilities:
- Provide excellent customer service to members over the phone, email, and in-person.
- Assist members with account inquiries, product information, and any issues or concerns they may have.
- Cross-sell and promote products and services to enhance member experience and increase sales.
- Process member transactions, including deposits, withdrawals, and loan applications.
- Maintain accurate member records and ensure all documentation is up to date.
- Assist in administrative tasks such as answering phones, filing, and data entry.
Requirements:
- Proven experience in customer service, sales and marketing, and administrative support.
- Strong interpersonal and communication skills.
- Ability to multitask and work efficiently in a fast-paced environment.
- Proficiency in using Microsoft Office Suite and other relevant software.
- Strong attention to detail and organizational skills.
If you have a passion for providing exceptional service, are comfortable working with a diverse group of members, and have the necessary skills to excel in this role, we encourage you to apply for the Member Service Representative position.