Remote - Customer Service (Fintech)

About the role

About BTSE:

BTSE Group is a leading global fintech and blockchain company that is committed to building innovative technology and infrastructure. BTSE empowers businesses and corporate clients with the advanced tools they need to excel in a rapidly evolving and competitive market. BTSE has pioneered numerous trading technologies that have been widely adopted across the industry, setting new benchmarks for innovation, performance, and security in fintech. BTSE’s diverse business lines serve both retail (B2C) customers and institutional (B2B) clients, enabling them to launch, operate, and scale fintech businesses. BTSE is seeking ambitious, motivated professionals to join our B2C and B2B teams.

About the Opportunity: The Customer Service is responsible for delivering high-quality customer support to our client’s global users across a multi-currency digital asset exchange and derivatives platform. This position involves managing customer inquiries and issues through a variety of online communication channels.

Key responsibilities include handling sensitive financial and account-related information with utmost confidentiality and precision. The role requires providing dedicated, high-quality support to VIP account holders, mutual onboarding partners, and white-label clients via live chat and CRM systems, ensuring a seamless and professional customer service experience.

The Customer Service, may be assigned to market-specific support channels, which could include proprietary payment gateways. This may require language proficiency and cultural familiarity tailored to specific regions.

Duties & Responsibilities:

• Assist customers on the platform by addressing concerns, requests, and queries across various communication channels, including support email, CRM systems, live chat, social media, community forums, and official messaging platforms (e.g., Telegram, WhatsApp, Discord).

• Troubleshoot and coordinate with internal support teams and colleagues to resolve transaction, platform, wallet, and account-related issues efficiently and accurately.

• Handle special tasks that may require additional support for VIPs, white label and/or mutual on-boarding partners; Co-manage high level customer support needs with the Sr. Customer Service Officer and/or CS Head

• Build up FAQ, SOP, KB, Confluence for any new coming features and updates as required

• Perform other tasks and duties to be assigned by Supervisor

Basic Qualifications:

• Proficient in verbal and written English language (and/or any market-based language proficiency requirement)

• Good soft skills and attitude (Courtesy, Interpersonal Skills, Positive/Proactive Attitude etc.)

• Capacity for independent thinking, i.e. for finding ways to "resolve new problems or improve our services" on your own and share it with team members

• Minimum of 2 years' experience in Customer Service, BPO, or a related client-facing support role.

• Working Knowledge on e-commerce or digital retail industry

• Willing to work a rotational schedule, including weekends and holidays

• Willing to work at the office/business site in Manila

Preferred Qualifications:

• Proficient in verbal and written English language (and/or any market-based language proficiency requirement)

• Proficient in using Customer Service CRM and Live Chat Platform

• Capacity for independent thinking, i.e. for finding ways to "resolve new problems or improve our services" on your own and share it with team members

• With at least 2 years' Customer Service / BPO experience

• Willing to work in a rotational schedule

• Willing to work on business sites or at home as needed

• Experience or knowledge in crypto or digital trading is an advantage

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