Job Description

Company Overview:



KAI Exchange (https://www.kai.com/) is a dynamic, rapidly expanding global cryptocurrency and asset management platform committed to delivering secure, efficient, and user-friendly trading experiences worldwide. Our offerings include cryptocurrency trading, futures, copy trading, and comprehensive asset management solutions. As we grow our international user base, we are dedicated to assembling a world-class customer support team to provide exceptional, tailored service to our diverse community.



Key Responsibilities:

Timely and Accurate Support:

Respond to inquiries via live chat, email, and ticketing systems within service level agreements (SLAs), adhering to KAI Exchange policies.

Rotational Schedule:

As KAI Exchange provides 24/7 support to a global audience, this position operates on a rotational shift schedule. Candidates must be available and willing to work various shifts, which may include daytime, evening, overnight hours, weekends, and public holidays, based on business needs.

Multilingual Communication:

Engage fluently in your designated language and English, maintaining a professional, empathetic tone.

Issue Resolution:

Assist with account registration, KYC verification, deposits, withdrawals, trading functionalities (spot, futures, copy trading), platform navigation, security procedures (e.g., 2FA, anti-phishing), and basic troubleshooting.

Problem Solving & Escalation:

Identify, troubleshoot, and resolve issues efficiently, escalating complex cases (e.g., security incidents, compliance flags) to specialized teams (Technical Support, Compliance, Security, Finance) per protocol.

User Education:

Educate users on platform features, security best practices, and resources (Help Center, FAQs, tutorials).

Feedback Relay:

Collect and share user feedback, technical issues, and suggestions with internal teams (Product, Tech, Marketing).

Knowledge Updates:

Stay informed on KAI Exchange products, services, policies, promotions, and industry trends; contribute to the knowledge base.

Performance Metrics:

Achieve or exceed KPIs for response time, resolution rate, customer satisfaction (CSAT), and quality assurance.

Procedure Adherence:

Follow internal workflows, security protocols, and communication guidelines strictly.




Skills and Qualifications:

Language Proficiency:

+ Native or near-native fluency (C1/C2 level) in the specified language.
+ High English proficiency (B2/C1 minimum) for internal communication and training (except English role, requiring native fluency).

Experience:

1-2 years in a customer-facing support role, ideally via live chat and email.

Communication Skills:

Excellent written and verbal skills in both languages, with clarity, empathy, and professionalism.

Problem-Solving:

Strong analytical skills to troubleshoot and resolve issues effectively.

Tech Savviness:

Proficiency with CRM/helpdesk tools (e.g., Zendesk), communication platforms (e.g., Slack, Lark), and office software; quick to learn new systems.

Cryptocurrency Knowledge:

Basic understanding of blockchain, wallets, exchanges, and trading; prior crypto/fintech experience is a plus.

Adaptability:

Thrive in a fast-paced, remote environment, managing multiple priorities under pressure.

Attention to Detail:

Meticulous in handling user data and procedures.

Education:

High school diploma or equivalent; bachelor's degree preferred. *

Remote Readiness:

Stable internet and a quiet workspace.