C2C CS Specialist (Chinese)

About usBitget is the world's largest Universal Exchange (UEX), serving over 125 million users and offering access to over 2M crypto tokens, 100+ tokenized stocks, ETFs, commodities, FX, and precious metals such as gold. The ecosystem is committed to helping users trade smarter with its AI agent, which co-pilots trade execution.Bitget is driving crypto adoption through strategic partnerships with LALIGA and MotoGP™. Aligned with its global impact strategy, Bitget has joined hands with UNICEF to support blockchain education for 1.1 million people by 2027. Bitget currently leads in the tokenized TradFi market, providing the industry's lowest fees and highest liquidity across 150 regions worldwide.What you'll doProvide professional customer support for users of the P2P trading platform through live chat, email, and other support channels.Handle transaction-related inquiries, including payment issues, order cancellations, release delays, disputes, and appeals.Investigate and resolve order disputes by reviewing transaction records, payment evidence, chat history, and relevant supporting documents.Communicate with buyers, sellers, merchants, and internal teams to facilitate timely and fair dispute resolution.Identify suspicious transactions, fraud patterns, scam reports, and abnormal user behavior, and escalate cases to the Risk, Compliance, or relevant teams when necessary.Guide users through trading processes, platform rules, payment requirements, security practices, and appeal procedures.Ensure all cases are handled in accordance with internal SOPs, compliance requirements, and service quality standards.Accurately document case details, resolutions, and user feedback in the CRM/ticketing system.Work closely with Operations, Risk, Compliance, Product, and Payment teams to improve the user experience and resolve recurring issues.Report recurring user issues, market trends, merchant feedback, and operational risks to the management team.Meet service KPIs, including response time, resolution time, customer satisfaction, case quality, and productivity targets.Work on rotating shifts, including weekends and public holidays, if required.What you'll needProven, hands-on experience in trading operations is essential. Candidates with a background from leading crypto exchanges are highly preferred.Fluency in Mandarin (spoken and written) is required; strong command of English is a plus.Deep familiarity with Chinese crypto users, market practices, and payment methods commonly used in trading.Strong analytical and investigative skills, with the ability to assess disputes objectively using transaction records and evidence.Excellent communication and conflict-resolution skills when dealing with buyers, sellers, and merchants.Ability to identify red flags related to fraud, scams, or abnormal trading behavior.Detail-oriented, with strong case documentation and reporting skills.Ability to work under pressure in a fast-paced environment and meet KPI targets.Willingness to work rotating shifts, including weekends and public holidays.Why Bitget?Bitget is the world's leading web 3 platform for copy trading and one of the world's largest and most respected exchangesWe are a global company with staff members from over 50 different countries and regionsWe are growing and looking for world-class ambitious talents to help us continue this journeyWe have a streamlined structure that empowers employees to work efficiently, delivering the best results in a short timeframeWe offer competitive salaries and benefitsBlockchain technology and digital assets have the potential to change finance in a way no other technology can - be part of it!If you are ambitious and believe that digital assets could be the next financial and technological revolution, please apply!For more information regarding candidates' personal data processing, please refer to Bitget Candidate Privacy Notice.