[Remote] Director of Customer Support

Note: The job is a remote job and is open to candidates in USA. SwissBorg Ventures is described in the job posting as a company focused on cryptocurrency and digital assets. The Director of Customer Support will lead the support department’s strategy, team, service operations, and customer experience, building a scalable global framework aligned with the company’s objectives.

Responsibilities

• Customer Support Strategic Planning: Develop and implement long-term strategies, annual work plans, and service standards for the customer support department, ensuring the support framework aligns with the company’s business objectives and global expansion needs
• Team Building and Management: Oversee the organizational structure, recruitment, training, performance evaluation, and professional development of the customer support team, fostering a highly efficient, professional, and cross-culturally collaborative workforce
• Global Customer Service Management: Manage and coordinate various communication channels—including email, live chat, and telephone—to provide a timely, professional, and consistent service experience to users globally
• Customer Experience Optimization: Analyze customer feedback, service ratings, and complaint data to identify key issues within service processes, continuously improving service quality to boost customer satisfaction and retention rates
• Handling Complex Issues: Establish an escalation mechanism for major customer complaints, account access anomalies, trading issues, and other digital asset-related concerns, while coordinating with relevant departments to drive resolutions
• Service Processes and Policy Development: Define and refine Standard Operating Procedures (SOPs), quality management policies, service response standards, and internal collaboration protocols to enhance operational efficiency
• Cross-functional Collaboration: Work closely with product, engineering, compliance, risk management, security, and operations teams to conduct root-cause analysis of customer issues and drive systemic improvements
• Data Analysis and Performance Management: Establish a framework of key performance indicators (KPIs) for customer support. Regularly analyze metrics such as first response time, issue resolution time, customer satisfaction, complaint rates, and service quality, and develop plans for continuous improvement
• Cryptocurrency Business Support: Possess a deep understanding of digital asset trading, wallet functionality, blockchain transfers, account verification, transaction fees, and common transaction anomalies to provide expert guidance to the customer support team
• Risk and Compliance Awareness: Ensure that customer support processes adhere to applicable laws, regulations, privacy requirements, and internal company policies. Collaborate with relevant teams to address issues related to account security, identity verification, and suspicious activity
• Automation and Technical Innovation: Drive the implementation of customer service systems, knowledge bases, self-service tools, and AI-powered customer support technologies to optimize workflows, reduce repetitive tasks, and enhance service efficiency
• Budget and Resource Management: Oversee departmental budgets, staffing, allocation of service resources, and vendor management, ensuring an optimal balance between service quality and operational costs
• Service Standardization and Continuous Improvement: Establish mechanisms for regular business assessments and service quality reviews, continuously refining the customer support framework in response to business growth, evolving customer needs, and industry shifts

Skills

• Bachelor's degree or higher in Business Administration, Marketing, Finance, Information Technology, Customer Relationship Management, or a related field; equivalent management experience will also be considered
• At least 20 years of management experience, including leadership roles within large-scale customer service organizations, customer support departments, or similar operational teams; proven expertise in organizational management, strategic planning, and team leadership
• Extensive experience in building customer support frameworks, with the ability to independently develop service strategies, optimize operational processes, and foster cross-functional collaboration
• In-depth knowledge of cryptocurrency, blockchain, digital asset trading platforms, or the fintech industry, with familiarity regarding relevant business processes and common user issues
• Exceptional leadership, communication, and decision-making skills, with a proven ability to manage teams effectively within a fast-paced, dynamic business environment
• Proficiency in customer support management systems, Customer Relationship Management (CRM) tools, service quality monitoring frameworks, and data analysis tools
• Possess strong data-driven decision-making capabilities, with the ability to identify business issues through performance metrics and customer feedback, and develop actionable improvement measures
• Demonstrate cross-functional coordination skills, with the ability to establish efficient collaboration mechanisms with technical, product, compliance, risk, and operations teams
• Maintain a keen awareness of risk, customer privacy protection, and compliance, with the ability to appropriately handle sensitive customer information and complex service incidents
• Possess excellent communication skills in both Chinese and English
• Strategic Leadership: Ability to align the customer support function with the company's long-term business development goals
• Organizational Management: Ability to manage large teams, establish clear role structures and performance standards, and implement talent development mechanisms
• Customer Experience Management: Ability to focus on customer needs to continuously improve service quality and customer relationships
• Business Analysis: Ability to leverage data analysis to identify service bottlenecks and drive operational improvements
• Crisis Management: Ability to coordinate resources and facilitate resolutions during major customer complaints, service disruptions, or account security incidents
• Technical Adaptability: Ability to understand the fundamental technology and business logic of digital asset platforms, and drive the continuous upgrading of customer support tools
• International Management: Ability to navigate cross-time-zone and cross-cultural team collaboration, as well as the demands of global customer service
• Experience in managing international teams or overseeing multilingual customer service operations

Company Overview