P2P CS Specialist

Bitget Limited; Kuala Lumpur; On-site; MYR 45,000 - 89,000; Full time

Job summary

Bitget Limited is seeking a P2P Support Specialist in Kuala Lumpur to handle inquiries via live chat, email, and ticketing systems. You will assist users with P2P order issues, verify payments, and provide clear guidance on policies and platform features.

The role requires bilingual Chinese/English communication, experience in P2P or fintech/crypto environments, and the ability to manage multiple cases across Risk, Compliance, Operations, and Product teams.

Qualifications

• Proficient in both Chinese and English, with strong written and verbal communication.
• Experience in P2P customer service or fintech/crypto exchange roles preferred.
• Familiar with P2P trading processes and merchant management.
• Able to work shifts, including weekends and public holidays.

Responsibilities

• Handle P2P customer inquiries via live chat, email, and ticketing systems in a timely and professional manner.
• Assist users with P2P order issues, including payment disputes, order cancellations, token release, appeals, account restrictions, and merchant-related inquiries.
• Review transaction details, payment proofs, and user information to identify issues and provide accurate resolutions.
• Escalate complex, risk-related, or compliance-related cases to the relevant teams and follow up on case progress.
• Provide clear and accurate guidance on P2P policies, processes, and platform features.
• Record case details and user feedback, and highlight recurring issues for process or product improvement.
• Maintain service quality, response-time, and compliance standards.

Skills

Bilingual Chinese/English

P2P customer service

Fintech / crypto experience

Communication skills

Problem-solving

Job description

Bitget is the world's largest Universal Exchange (UEX), serving over 125 million users and offering access to over 2M crypto tokens, 100+ tokenized stocks, ETFs, commodities, FX, and precious metals such as gold. The ecosystem is committed to helping users trade smarter with its AI agent, which co-pilots trade execution.

Bitget is driving crypto adoption through strategic partnerships with LALIGA and MotoGP™. Aligned with its global impact strategy, Bitget has joined hands with UNICEF to support blockchain education for 1.1 million people by 2027. Bitget currently leads in the tokenized TradFi market, providing the industry's lowest fees and highest liquidity across 150 regions worldwide.

Job Responsibilities:

• Handle P2P customer inquiries via live chat, email, and ticketing systems in a timely and professional manner.
• Assist users with P2P order issues, including payment disputes, order cancellations, token release, appeals, account restrictions, and merchant-related inquiries.
• Review transaction details, payment proofs, and user-provided information to identify issues and provide accurate resolutions.
• Escalate complex, risk-related, or compliance-related cases to the relevant teams and follow up on case progress.
• Provide clear and accurate guidance on P2P policies, processes, and platform features.
• Record case details and user feedback, and highlight recurring issues for process or product improvement.
• Maintain service quality, response-time, and compliance standards.

Job Requirements

• Proficient in both Chinese and English, with strong written and verbal communication skills.
• Prior experience in P2P customer service, P2P operations, fintech, cryptocurrency exchange, or payment dispute handling is preferred.
• Familiar with P2P trading processes, including order flow, payment verification, appeals, token release, cancellations, and merchant management.
• Able to handle sensitive user complaints and disputes professionally, patiently, and objectively.
• Strong problem-solving and analytical skills, with attention to detail when reviewing transaction records and payment evidence.
• Able to work independently, manage multiple cases, and collaborate effectively with Risk, Compliance, Operations, and Product teams.
• Willing to work on shifts, including weekends and public holidays where required.

• Bitget is the world's leading web 3 platform for copy trading and one of the world's largest and most respected exchanges
• We are a global company with staff members from over 50 different countries and regions
• We are growing and looking for world-class ambitious talents to help us continue this journey
• We have a streamlined structure that empowers employees to work efficiently, delivering the best results in a short timeframe
• We offer competitive salaries and benefits
• Blockchain technology and digital assets have the potential to change finance in a way no other technology can - be part of it!

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