Job Overview
The position is responsible for overseeing daily operational processes and customer support functions for the product of Bitkub Blockchain Technology company. This role ensures smooth operational workflows, efficient handling of customer inquiries, and high-quality service delivery across all support channels.
Working closely with the CEO and cross-functional teams, the role will focus on improving operational efficiency, enhancing customer experience, and translating customer insights into actionable improvements within the company's product ecosystem.
Key Responsibilities
Operations Management
- Support the CEO in overseeing day-to-day operational activities to ensure smooth and efficient business operations.
- Develop, implement, and optimize operational processes, workflows, and internal procedures.
- Coordinate with internal teams to ensure operational alignment and efficiency across departments.
Customer Support Leadership
- Lead and manage the Customer Support team, providing guidance, coaching, and performance monitoring to maintain high service standards.
- Oversee customer inquiries and complaints across the company's social media and support channels, ensuring timely and effective resolution.
- Handle escalated or complex customer cases and ensure satisfactory outcomes.
Customer Experience & Process Improvement
- Identify opportunities to improve the customer journey and service processes to enhance overall customer satisfaction.
- Act as the voice of the customer by analyzing feedback, recurring issues, and support trends.
Cross-Functional Collaboration
- Work closely with Product, Marketing, Business, Legal, Compliance teams and External stakeholders such as Thai regulators to address operational challenges and improve customer-facing processes.
- Support cross-team initiatives that enhance service quality and operational efficiency.
Reporting & Performance Monitoring
- Monitor key operational and customer support metrics to ensure service quality and performance targets are met.
- Prepare regular operational and customer support reports and present insights to the CEO and management team.
Qualifications :
- Bachelor's degree in Business Administration, Operations Management, Communications, or related fields.
- 3–6 years of experience in operations, customer support, or service management.
- Experience in financial, fintech, blockchain, or technology companies is an advantage.
- Strong leadership, organizational, and problem-solving skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong communication and stakeholder management skills.
To ensure professional integrity and compliance with regulatory requirements, all selected candidates are responsible for providing documentation for a comprehensive background check. Depending on the role, this may include:
- Criminal Record Disclosure
- Credit Bureau Report
- Professional Due Diligence & Employment Verification
These checks are conducted after the interview stage and prior to your start date to verify qualifications and suitability for employment. The company shall review all findings fairly and in accordance with applicable laws. Should any information in your report lead to a potential adverse employment decision, the company shall follow the necessary processes before a final determination is made.
