Jr. Customer Service Officer (Remote)

Remote; San Francisco (CA); Hybrid; USD 42,000 - 60,000; Full time

Benefits offered by this job

Competitive compensation package

Team events

Job summary

BTSE Group is seeking a Jr. Customer Service Officer II to support its multi-currency digital assets exchange and derivatives platform with global users.

You will handle customer inquiries across email, live chat, and social channels, ensuring secure handling of sensitive financial information and VIP client considerations. The role requires at least 2 years in crypto/fintech/banking customer service, strong English communications, and a proactive problem-solving mindset.

Qualifications

• 2 years of experience in Customer Service in Crypto, FinTech, or Banking Company.
• Proficient in verbal and written in English languages.
• Good soft skills and attitude (Courtesy, Interpersonal Skills, Positive/Proactive Attitude etc).
• Capacity for independent thinking, i.e. for finding ways to resolve new problems or improving our services on your own and share it with team members.
• Willing to work in a shifting schedule.
• Willing to work from home or at the office/business site as needed.

Responsibilities

• Assist with exchange platform / payment gateway channel’s customer concerns, requests, queries through available communication channels (support email / CRM system / live chat / social media / community channels / messaging apps).
• Monitor, review, and process merchant payments accurately within the agreed service level as applicable.
• Coordination with internal support and team members to handle transaction related issues.
• Help manage FAQ, SOP, KB, Confluence and other reference tools for any new coming features and updates as required.
• Perform other tasks and duties to be assigned by Supervisor.

Skills

English proficiency

CRM experience

Problem solving

Team player

Tools

CRM systems

Job description

About BTSE:

BTSE Group is a global leader in fintech and blockchain technology, anchored by three core business pillars: Exchange, Payments, and Infrastructure Development. Serving over 100 corporate clients worldwide, we provide white-label exchange and payment solutions. Our offerings encompass everything from exchange infrastructure hosting and development to custody, wallets, payments, blockchain integration, trading, and more.

We are looking for talented professionals in marketing, operations, customer support, and other departments. The roles offered may be on-site, remote, or hybrid, in collaboration with our local partner.

About the Opportunity:

Primary task is to provide quality customer support to the BTSE group including its multi-currency digital assets exchange and derivatives platform’s global users through its available online communication support channels. Critical tasks include observance of proper handling process for corresponding financial transactions in any applicable currency (crypto and/or fiat), among other highly sensitive financial and non-financial account related information; and managing VIP accountholders, mutual onboarding partners and white label clients’ customer support needs.

The Jr. Customer Service Officer II may also be tasked to handle market specific support channels which may include, but is not limited to, proprietary payment gateway channels with market specific language-based skills and proficiency requirements among others.

Responsibilities:

• Assist with exchange platform / payment gateway channel’s customer concerns, requests, queries through available communication channels (support email / CRM system / live chat / social media / community channels / messaging apps (official TG, Whatsapp, Discord etc.)

• Monitor, review, and process merchant payments accurately within the agreed service level as applicable

• Coordination with internal support and team members to handle transaction related issues

• Help manage FAQ, SOP, KB, Confluence and other reference tools for any new coming features and updates as required

• Perform other tasks and duties to be assigned by Supervisor

Requirements:

• 2 years of experience as Customer Service in Crypto, FinTech, or Banking Company.

• Proficient in verbal and written in English languages.

• Good soft skills and attitude (Courtesy, Interpersonal Skills, Positive/Proactive Attitude etc).

• Capacity for independent thinking, i.e. for finding ways to "resolve new problems or improving our services" on your own and share it with team members.

• Willing to work in a shifting schedule.

• Willing to work from home or at the office/business site as needed.

Nice to Haves

• Has Crypto and Fiat Spot/Futures knowledge.

• Has identity verification (KYC) experience.

• High customer-orientation.

• Self-motivated but is a team player and can work under pressure.

• Familiar with CRM/CSR flow and system.

• At least 2-year CSR related experience (directly communicate with customers).

Perks & Benefit

• Competitive total compensation package

• Various team-building programs and company events