Customer Service Specialist

Who We Are

Established in 2019, Matrixport is the world's leading hub for all-in-one crypto financial services. We are committed to building an entry-grade ecosystem for the crypto space, by providing every user with a personalized super account that integrates products and services of crypto assets trading, investment, loan, custody, RWA, research and more. Through our diverse products and services, we empower users to achieve sustainable earnings from their crypto investments.

Matrixport holds licenses such as the Hong Kong Trust or Company Service Provider (TCSP) & Money Lender License, an Appointed Representative (AR) in the UK. We are also registered as a Money Services Business (MSB) in the US and a member of Switzerland’s FINMA SRO-VFQ, ensuring our services meet the highest global standards and providing users with secure and compliant crypto financial solutions.

As Matrixport continually reshapes the business landscape of crypto assets appreciation at the core, we continuously introduce our offers, and keep integrating the crypto sectors to create a closed-loop ecosystem for crypto services, making it easy for everyone to access the crypto space and enjoy potential earnings of cryptocurrency.

Why Join Us

At Matrixport, we tackle complex problems as a team. We encourage openness and promote transparency, respect, and inclusivity. Every team member is valued and has a voice that can be heard. We are always in the search for intellectually curious and entrepreneurial individuals who are keen on making an impact in the crypto ecosystem, and in building a better product for the next one billion users.

Job Responsibilities

1. Multitasking: Ability to handle multiple customer channels simultaneously, including chat, email, official telegram, and onboarding processes.
2. Quality Service: Delivering high-quality service to both internal stakeholders (Sales, Business Units) and external customers, ensuring compliance with company standards.
3. Risk Mitigation: Identifying inquiries, escalating accordingly and resolving inquiries, conduct, collaboratively with relevant teams.
4. Communication: Fluent in written and spoken English and Chinese to effectively communicate with customers and colleagues.

Job Requirements

1. Experience: At least 1 year of proven customer-facing experience or experience as a customer service representative in the Fintech/Financial Services industry, demonstrating expertise in handling customer inquiries and issues.
2. CRM Software: Experience or familiar with CRM software such as Zowie or Zendesk to manage customer interactions, track issues, and maintain accurate records.
3. Willingness to work weekends and night shifts (11:00 pm to 08:00 am) to ensure coverage and support for customers across different time zones, with night shift allowance.
4. A hard-working and dedicated approach.
5. Fluency in both Mandarin Chinese and English is required.
6. Immediately available will be preferred.

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