Customer Support Specialist

Customer Support Specialist

OneBullEx is a crypto futures exchange startup designed for speed, reliability, and innovation. Our platform offers advanced futures trading capabilities, including AI-powered 300 SPARTANS trading bots for automated, high-precision strategies. With cutting-edge AI and machine learning tools, we deliver real-time performance even during high-volatility market conditions. We combine a user-focused interface with transparent risk management, empowering traders to navigate the fast-moving digital asset markets with confidence.

We are now looking for Customer Support Specialist to strengthen our frontline support team and ensure an excellent user experience through AI-human collaboration.

Key Responsibilities

Customer Support & Issue Handling

• Respond promptly to user inquiries via customer service platforms (Zendesk, Telegram, online communities, etc.)
• Assist users with contract trading-related issues such as order failures, liquidation disputes, fund transfers, and fee concerns
• Handle blockchain-related inquiries for deposits and withdrawals, including TxID verification and basic node status checks
• Provide accurate guidance on platform features, product rules, and campaign policies
• Ticket Management & Issue Escalation
• Accurately record and categorise user-submitted tickets and inquiries
• Escalate system bugs, risk control restrictions, or technical issues to the appropriate departments (Product, Tech, Risk)
• Follow up on complex cases to ensure closure and provide timely user updates

Complaints & Risk Alerts

• Receive and properly handle user complaints to improve customer satisfaction
• Identify potential high-risk users or suspicious activity and escalate to Risk or Compliance teams as needed
• User Education & Documentation Feedback
• Guide users in learning how to use platform features, trading tutorials, and official documentation
• Gather frequently asked questions and common pain points to assist the content team in improving FAQs and help docs

Operational & Campaign Support

• Answer questions regarding campaign rules, reward distribution, and task progress
• Support new feature or campaign launches by preparing unified responses and FAQs in advance

Candidate Requirements

Basic Qualifications

• Associate degree or above in any major; Finance, Economics, Languages, or Customer Service-related fields preferred
• 1+ years of experience in internet, trading, or fintech customer support roles preferred
• Familiar with digital assets and basic contract trading concepts and terminology
• Fast typing speed, clear communication, strong problem-solving skills, and a patient attitude
• Able to work shifts, including nights and public holidays

Skill Requirements

• Proficient in using customer service systems (e.g., Zendesk, Freshdesk, support chatbots)
• Able to perform basic blockchain transaction lookups via explorers (e.g., Etherscan, Tronscan)
• Basic data literacy to categorise and summarise tickets independently
• Strong communication skills in English and Chinese; additional languages (Korean, Japanese, Russian, etc.) are a plus

Preferred Qualifications

• Experience in crypto or exchange-related roles; knowledge of tokens, perpetual contracts, and leverage
• Experience managing or supporting Telegram/Discord communities
• Familiarity with KYC and risk review procedures, or prior involvement in building customer service SOPs
• Experience working alongside AI-powered customer service systems or AI agents

Why Join OneBullEx

• Early Impact – Play a key role in shaping our hybrid AI + human customer service framework from the beginning
• Growth Trajectory – Join a fast-scaling platform with global ambitions and long-term career potential
• Dynamic Culture – Be part of an international, high-performance team in a rapidly evolving industry
• Attractive Package – Competitive salary and benefits, with full relocation support to Dubai