VIP Relationship Manager

Gate; Hong Kong; On-site; HKD 540,000 - 900,000; Full time

Benefits offered by this job

Fully remote

APAC hours

Job summary

Gate is seeking a VIP Client Relations specialist to manage high-tier client experiences in a fully remote role. You will act as the primary contact for top clients, coordinate across internal teams, and drive loyalty through personalized engagement and proactive outreach.

Ideal candidates have 2+ years in high-touch client service, strong English/Chinese skills (Korean a plus), and comfort with crypto platforms and events. Travel may be required as needed.

Qualifications

• 2+ years in client relationship management or high-touch service roles.
• Fluent in English and Chinese; Korean a plus.
• Comfortable in crypto/Web3 spaces and understanding exchanges and trading products.
• Experience hosting or supporting offline events and client presentations is a plus.
• Willing to travel for business when needed.

Responsibilities

• Be the primary contact for high-tier VIP clients, resolving inquiries and coordinating internal teams.
• Establish a structured feedback loop to gather client input and track improvements.
• Engage clients with platform features, promotions, and events aligned to their interests.
• Maintain full-lifecycle relationship practices, including personalized outreach and milestones.
• Monitor client asset levels and tier status to identify early disengagement signs.

Skills

Bilingual English-Chinese

VIP client management

Crypto/Web3 familiarity

Event hosting & presentations

Travel readiness

Tools

CRM software

Job description

Founded in 2013, Gate is a leading global cryptocurrency exchange serving 50M+ users with a full suite of digital asset trading and wealth management services — ranked #3 globally among all exchanges. We are a remote-first, globally distributed team building the future of Web3 through innovation, collaboration, and speed. At Gate, we welcome everyone who dares to innovate, actively shares ideas, and grows alongside a fast-scaling global business.

Join us to help shape the future of crypto.

Why This Role Exists

Our VIP clients are among the most valuable relationships Gate has — and the bar for how we serve them needs to match that. As VIP trading volumes grow and client expectations become more sophisticated, we need someone fully dedicated to making sure our highest-tier users feel seen, prioritized, and well-served. This role exists to own that experience end to end: not just responding to requests, but building the systems and habits that turn VIP relationships into long-term loyalty.

What You'll Own

• Be the primary point of contact for existing high-tier VIP clients — handling daily inquiries, resolving complex issues, and coordinating internal teams to ensure fast, quality responses.
• Run a structured feedback loop: regularly gather client input on products and events, submit findings to relevant teams, and track improvements through to completion.
• Drive engagement by introducing clients to platform features, promotions, and online/offline events that match their interests and trading behavior.
• Build and maintain full-lifecycle relationship management practices — birthday touchpoints, holiday greetings, exclusive event invitations, and proactive outreach.
• Monitor client asset levels and tier status closely; identify early signs of disengagement and act on retention before churn happens.

Who We're Looking For

• Fluent in both Chinese and English — you'll be working across Chinese-speaking and global client bases daily. A strong command of Korean as a third language is a significant advantage.
• 2+ years of relevant experience in client relationship management, private banking, brokerage, or a similar high-touch service role.
• Comfortable in the crypto and Web3 space — you understand exchanges, trading products, and the expectations that come with managing high-value crypto clients.
• Experience hosting or supporting offline events and client presentations is a plus.
• Willing and able to travel for business when needed.
• Detail-oriented, proactive, and calm under pressure — you can manage multiple client relationships simultaneously without things falling through the cracks.

Nice to Have

• Background in private banking, wealth management, or VIP client services at a financial institution or exchange.
• Experience with crypto-native communities — candidates from outside the industry are welcome if they have direct crypto exposure or personal engagement with the space.
• Familiarity with CRM tools or client lifecycle management platforms.

Why This Role Is Worth Your Time

• Gate's scale means your impact is real and visible. When you improve the experience for VIP clients, it shows — in retention, in engagement, and in the relationships you build.
• You'll be working with some of the most engaged users in crypto — people who take trading seriously and notice when service is genuinely good.
• Room to grow. As Gate's VIP program scales, so does the scope of this role.
• Fully remote, with collaboration primarily during APAC hours (Beijing / GMT+8).