Remote CS Team Lead - Crypto Exchange Operations

Gate; Malaysia; On-site; MYR 120,000 - 240,000; Full time

Job summary

Gate is a leading global cryptocurrency exchange serving 50M+ users with a remote-first, globally distributed team. We move fast, embrace collaboration, and build trusted, scalable service operations for a growing crypto audience.

As CS Leader, you will run day-to-day service operations, own the complaint lifecycle across markets, and design frameworks to keep response times fast and resolutions high. You’ll coach a 10–15 person team, report on CS metrics, and partner with Risk, Legal, and Ops

Qualifications

• 5+ years in customer service operations, including 2+ years leading a CS team in a financial platform, trading platform, or payments institution; exchange background strongly preferred.
• Experience building and running service delivery frameworks, with real crisis-management and complex-complaint chops; familiarity with crypto trading operations and compliance requirements.
• Comfortable leading a team of 10-15 with global coverage.
• English is mandatory; bilingual English/Chinese is highly preferred.

Responsibilities

• Oversee day-to-day CS team operations across chat and email; manage SLAs for response time, resolution rate, and customer satisfaction.
• Own the full complaint lifecycle—intake, categorization, follow-up, and closure—across the markets you cover.
• Develop a tiered complaint-response framework with standardized processes for high-risk scenarios (fund security, account anomalies, transaction disputes).
• Personally handle major and escalated complaints, coordinating with Risk, Legal, and Operations, and turning resolutions into repeatable playbooks.
• Regularly report CS and complaint data, surfacing recurring issues and system gaps to the wider business.
• Coach team, set targets, and build out the bench.

Skills

Customer service operations

Team leadership

Crisis management

Data-driven problem solving

Job description

Gate is a leading global cryptocurrency exchange serving 50M+ users with a remote-first, globally distributed team. We move fast, embrace collaboration, and build trusted, scalable service operations for a growing crypto audience.

As CS Leader, you will run day-to-day service operations, own the complaint lifecycle across markets, and design frameworks to keep response times fast and resolutions high. You’ll coach a 10–15 person team, report on CS metrics, and partner with Risk, Legal, and Ops