Customer Service Specialist

About Us

Founded in 2018, Bybit is a premier global cryptocurrency exchange and digital finance platform that serves over 80 million users worldwide across more than 200 countries and territories. The company leverages advanced technology and a customer-centric approach to offer a versatile ecosystem encompassing trading, payments, wealth management, custody, institutional services, and Web3 integration. Bybit is built on core values focused on user-first design, continuous listening, care, and enhancement to deliver superior products and experiences. Our dynamic global team consists of innovative, driven individuals committed to impacting the world at scale through technology, collaboration, and bold execution.

With 24/7 multilingual customer support and a dedication to innovation, Bybit stands as one of the most trusted and transparent platforms in digital assets, steadily growing its international footprint while developing infrastructure for future financial services.

Responsibilities

• Deliver responsive support to customers through live chat and email channels, addressing inquiries promptly and effectively.
• Maintain exceptional customer service quality to ensure customer satisfaction and seamless support experiences.
• Gain comprehensive knowledge of the company's platform and products, including staying current with market trends and conditions.
• Manage and follow up on client complaints and inquiries diligently to resolve issues persuasively and timely.
• Interpret customer needs accurately and translate feedback into actionable recommendations and solutions for management.
• Ensure smooth frontline operations by identifying and reporting any discrepancies or risks immediately to supervisors.
• Continuously pursue improvements to optimize team workflow, performance, and operational efficiency.
• Assist leadership in managing staffing to guarantee adequate live chat and email support coverage according to business demands.
• Help monitor and enhance team performance to consistently meet and exceed key performance indicators.
• Provide coaching and training, including sharing case studies and preventive measures to reduce errors or incidents.
• Track and address team challenges proactively to achieve business unit objectives and key results.
• Analyze performance metrics, prepare detailed reports, and propose data-driven solutions to challenges.
• Drive continuous improvement initiatives concerning team capabilities, staffing, and processes.
• Serve as a communication liaison between departments to ensure smooth interdepartmental cooperation and successful project execution.
• Be operationally prepared to personally handle live chat and email support during critical periods or emergencies.

Requirements

• Preferably have experience in customer service roles involving interactions with external vendors, government bodies, or regulatory/compliance agencies.
• Hold a bachelor’s degree in finance, economics, mathematics, or a related field.
• Possess between 5 and 7 years of experience in customer service roles, with 2 to 3 years in a supervisory or managerial capacity.
• Familiarity with frontline customer service operations, especially live chat and email platforms, ideally within fast-moving sectors such as financial institutions, fintech, banking, investments, or call centers.
• Strong analytical skills and attention to numerical data and statistics are essential for success in this role.
• Fluency in English, French, and Creole, both written and verbal, to effectively communicate with market counterparts.
• Demonstrate enthusiasm for building a long-term career in fintech and crypto trading environments.
• A committed team player who is self-motivated and capable of responding positively to client service requests.
• Willingness to work a five-day rotational shift schedule that includes weekends and public holidays.