Client Service Analyst - Livechat (Thai Required)

Location: Remote within APAC

Company

hirify.global is a cryptocurrency exchange and digital financial platform providing trading, payments, wealth management, custody, institutional services, and Web3 products to users worldwide.

What you will do

• Support current and prospective clients through live chat and email, handling inquiries and complaints.
• Ensure smooth frontline operations and escalate discrepancies, incidents, and situational risks to management.
• Supervise team coverage, performance, KPIs, coaching, training, and case-sharing activities.
• Analyze performance data, prepare reports, and recommend solutions to operational problems.
• Improve team performance, staffing, workflows, and service processes.
• Coordinate with departments and provide frontline support during urgent situations or outages.

Requirements

• 5–7 years of customer service experience, including 2–3 years in a supervisory or management role.
• Bachelor’s degree in finance, economics, mathematics, or a related field.
• Experience with live chat and email operations in financial institutions, fintech, banking, investment, or call-center environments.
• Strong numerical and statistical analysis skills, with the ability to prepare performance reports.
• Proficiency in written and spoken English and Thai is required.
• Availability for five-day rotational shifts, including weekends and public holidays.

Nice to have

• Experience working with external vendors, government agencies, or regulatory and compliance stakeholders.
• Knowledge of fintech or cryptocurrency trading firms.

Culture & Benefits

• Study Growth Fund supporting professional development and continuous learning.
• Internal team-building events, workshops, and collaboration activities.
• Collaboration with an international team.
• Career advancement and internal mobility opportunities.