App Review Intern: Global Feedback & Insights Analyst

Bitget; Kuala Lumpur; On-site; MYR 67,000 - 100,000; Full time

Job summary

Bitget, a leading web3 exchange, is seeking a review analyst to monitor feedback across app stores and review platforms from its Kuala Lumpur team. You will categorize feedback, draft responses, and ensure responses align with approved templates.

You will escalate sensitive issues, generate weekly reports, and perform RCA to identify recurring themes. A meticulous, data-driven mindset is essential to help Bitget improve user experience.

Qualifications

• Strong written English; Chinese is a plus.
• Detail-oriented with a focus on accuracy.
• Experience handling repetitive tasks consistently.
• Proficient with spreadsheets and basic data visualization.
• Ability to categorize qualitative feedback clearly.
• Good judgment for escalation and sensitive topics.
• Familiarity with mobile app user journeys is preferred.

Responsibilities

• Review Monitoring & Response (4 platforms)
• Monitor and triage new reviews on Apple App Store, Google Play, Trustpilot, and Reclame on a daily basis.
• Draft and publish user responses following approved tone-of-voice and response templates.
• Categorize reviews (e.g., KYC, deposits/withdrawals, trading, account access, CS experience, bugs/performance).
• Escalate urgent or sensitive reviews (e.g., compliance, account restriction, fraud claims, severe bugs, PR risk) to the designated owner within defined SLAs.
• Reporting, Analysis & RCA
• Generate weekly app review reports (volume, ratings trend, platform split, top issues, sentiment).
• Provide RCA to identify recurring themes and anomalies.
• Maintain a tracker of escalations and outcomes to support continuous improvement.

Skills

English writing

Detail-oriented

Spreadsheet literacy

Qualitative analysis

Escalation judgement

Mobile apps knowledge

Tools

Excel

Google Sheets

Job description

Bitget, a leading web3 exchange, is seeking a review analyst to monitor feedback across app stores and review platforms from its Kuala Lumpur team. You will categorize feedback, draft responses, and ensure responses align with approved templates.

You will escalate sensitive issues, generate weekly reports, and perform RCA to identify recurring themes. A meticulous, data-driven mindset is essential to help Bitget improve user experience.