Community Support Specialist

Toobit; Philippines; On-site; PHP 391,000 - 614,000; Full time

Job summary

Toobit is hiring a dedicated community support agent to manage inquiries across Telegram, Discord, and other official social channels. You will provide timely responses, resolve issues, and help maintain service quality across time zones.

The role covers live chat during off-peak hours to ensure 24/7 availability, escalate tickets when needed, and uphold rigorous compliance standards. Candidates should have at least 1 year in crypto exchange support, strong English skills, and the ability to

Qualifications

• At least 1 year of experience in crypto exchange customer service or community support.
• Familiar with core exchange businesses, including account, KYC, deposit/withdrawal, trading and general operational questions.
• Able to work rotating shifts, adapt to cross-timezone service, and bear night shift work stably.
• Advanced English reading and writing skills to handle international user consultations.
• Strong compliance awareness, able to strictly follow platform risk control and service standards.
• Quick learning ability, clear logical thinking, patient with users, and capable of handling repetitive service work efficiently.
• Familiar with online chat systems and ticket processing workflows is preferred.
• Good stress resistance, team spirit and strict execution of team rules.

Responsibilities

• Serve as the primary community support agent on Telegram and Discord, answering inquiries promptly and resolving issues.
• Cover online live chat support during off‑peak periods to ensure 24/7 user service availability and meet SLAs.
• Independently process, follow up, escrow and close user service tickets accurately and efficiently.
• Monitor community atmosphere, filter spam and inappropriate content, and enforce compliance rules.
• Record high‑frequency user issues, summarize common problems, and provide feedback for optimization.
• Fully participate in rotating shifts (including night shifts) to support global service across time zones.
• Cooperate with daily team arrangements, maintain standardized service quality, and assist in daily operations.

Skills

English proficiency

Night shift adaptability

Cross-timezone service

Compliance awareness

Patience with users

Tools

Ticketing systems

Live chat platforms

Job description

• Serve as the primary community (Telegram & Discord etc.) support agent, timely answering and resolving user inquiries from official social communities.
• Cover online live chat support during off-peak community periods to ensure 24/7 user service availability and maintain service SLA.
• Independently process, follow up, escrow and close user service tickets accurately and efficiently.
• Monitor community atmosphere, filter spam and inappropriate content, and deliver replies in strict accordance with company compliance and risk control rules.
• Record high-frequency user issues, summarize common problems, and feedback optimization suggestions to the team.
• Fully accept rotating shift work (including night shifts) to support global user service across different time zones.
• Cooperate with daily team arrangements, maintain standardized service quality, and assist in daily service operation tasks.

Job Qualifications

• Must have at least 1 year of working experience in crypto exchange customer service or community support.
• Familiar with core exchange businesses, including account, KYC, deposit/withdrawal, trading and general operational questions.
• Able to work rotating shifts, adapt to cross-timezone service, and bear night shift work stably.
• Advanced English reading and writing skills to handle international user consultations.
• Strong compliance awareness, able to strictly follow platform risk control and service standards.
• Quick learning ability, clear logical thinking, patient with users, and capable of handling repetitive service work efficiently.
• Familiar with online chat systems and ticket processing workflows is preferred.
• Good stress resistance, team spirit and strict execution of team rules.