1) Supervise and lead the customer service team, providing guidance, support, and training to ensure efficient performance.

2) Develop and implement customer service policies, procedures, and standards to enhance the user experience.

3) Monitor and assess the performance of customer service representatives, providing feedback and guidance.

4) Handle escalated customer inquiries and complaints, resolving issues promptly and professionally.

5) Analyze customer service metrics and user feedback, identifying areas for improvement and implementing corrective actions.

6) Ensure the customer service team has a thorough understanding of our products, services, and industry developments.

7) Collaborate with the business team to collect feedback from users and channels regarding the platform transaction experience, particularly evaluations of customer service outcomes,

identifying opportunities for improvement to continuously enhance the user experience.

8) Timely report user issues and online transaction anomalies to relevant departments and track until resolution.

Qualifications:

• Continuously create, implement, and enhance all marketing activities.
• Manage regular and unconventional activities, production launches, and change requests, and support new initiatives.
• Complete assigned market research and information gathering tasks.
• Highly organized, detail-oriented, and meticulous: enjoy improving processes for daily efficiency. Thrive in a fast-paced technology/digital environment. Strive for perfection.
• Manage KOLs to promote activities.

【Main Responsibilities】

1. SNS Operations: Plan and publish Twitter content for the community based on trending topics in the Japanese cryptocurrency market to build brand trust.

2. Community Management: Maintain and manage the Telegram community, enhance community engagement, and guide discussions.

3. Event Planning: Organize activities based on input from partners, R&D, and KOLs, including community AMAs, anniversary lotteries, and learning sessions to foster engagement.

【Qualifications】

1. 1-3 years of experience in SNS operations in Japan, with a deep understanding and practical experience in SNS.

2. Native proficiency in Japanese and business-level proficiency in Chinese, with strong team communication skills.

3. High empathy skills, adept at guiding users to express their needs.

4. Interest in knowledge and business within the cryptocurrency field.

【Preferred Qualifications】

1. Experience hosting Japanese AMAs or live streams.

2. Experience in building Telegram communities.