Client Success Specialist (Chinese/English)

TL;DR

Client Success Specialist (Web3): Providing high-quality support and personalized guidance for users of a crypto futures and spot trading platform with an accent on user engagement and issue resolution. Focus on bridging the gap between users and products, optimizing the trading experience, and identifying user pain points to drive long-term satisfaction.

Location: Remote (APAC)

Company

A global centralized crypto futures and spot trading platform offering best-in-class liquidity and price execution.

What you will do

• Deliver high-quality, responsive support to users through official hirify.global support channels.
• Guide users through hirify.global products and resolve issues efficiently and empathetically.
• Collaborate with Product, Operations, and Marketing teams to escalate user feedback for experience improvement.
• Educate users on new features, platform updates, and security best practices.
• Maintain detailed records of user interactions and ensure timely follow-up for resolution.
• Identify common user pain points and propose enhancements to strengthen engagement and loyalty.

Requirements

• 2+ years of experience in Customer Support, Account Management, or Customer Success in crypto, fintech, or financial services.
• Excellent command of English and Chinese, both written and spoken.
• Strong understanding of cryptocurrency trading platforms and user needs.
• Ability to work independently in a global, fast-paced remote environment.
• Familiarity with CRM systems, ticketing tools, or community management platforms.

Culture & Benefits

• Work flexibility and a supportive team environment that nurtures ideas.
• Performance-based annual bonus for all contributors.
• Opportunity to lead innovation in CeFi and advance decentralization.

Hiring process

• Average of five rounds of interviews and tests.
• Initial screening with the People Team.
• Online video interviews with management and potential team colleagues.