Crypto Customer Service Lead

Gate; Singapore; On-site; SGD 180,000 - 240,000; Full time

Job summary

Gate, a leading global cryptocurrency exchange with a remote-first culture, is seeking a hands-on CS Leader to drive day-to-day service operations and complaint management across global coverage. You will own SLAs for response times, resolution rates, and customer satisfaction, while shaping the full complaint lifecycle and building scalable playbooks.

You will lead a 10–15 person team, coordinate with Risk, Legal, and Operations, and report CS data to surface recurring issues and improve

Qualifications

• 5+ years in customer service operations with 2+ years leading a CS team.
• Experience building and running service delivery frameworks and crisis management.
• Familiarity with crypto trading operations and compliance.
• English is mandatory; bilingual English/Chinese is a plus.

Responsibilities

• Oversee day-to-day CS operations across channels, maintaining SLAs for response times, resolution rates, and CS satisfaction.
• Manage full complaint lifecycle from intake to closure across markets covered.
• Develop tiered complaint-response framework for high-risk scenarios.
• Handle major/escalated complaints with Risk, Legal, and Operations to create repeatable playbooks.
• Regularly report CS metrics, surface issues, and identify system gaps.
• Lead team performance through targets, coaching, and bench-building.

Skills

Leadership

Cross-functional coordination

Data-driven

English fluent

Job description

Gate, a leading global cryptocurrency exchange with a remote-first culture, is seeking a hands-on CS Leader to drive day-to-day service operations and complaint management across global coverage. You will own SLAs for response times, resolution rates, and customer satisfaction, while shaping the full complaint lifecycle and building scalable playbooks.

You will lead a 10–15 person team, coordinate with Risk, Legal, and Operations, and report CS data to surface recurring issues and improve