Director of Customer Service

Bitget is one of the world's leading digital assets ecosystems. With over 120 million registered users, Bitget offers one of the most comprehensive suites of blockchain products and services available via bitget.com.

Our mission is to support the growth of the digital assets industry, which we believe represents the future of finance. We empower this future by ensuring secure, efficient, and smart digital transactions.

As one of the fastest-growing companies in the digital asset sector, Bitget provides opportunities to work on cutting-edge projects alongside industry experts. If you're passionate about digital currency and want to develop your career in an innovative environment, look no further than Bitget!

What You'll Do

• Lead and oversee the global Client Service department, ensuring exceptional service delivery, operational excellence, and customer satisfaction across all regions.
• Design and execute customer service strategies, policies, and best practices to elevate the overall client experience.
• Track and analyze key performance indicators (KPIs) to drive continuous improvement in service quality, response times, and issue resolution effectiveness.
• Mentor and manage regional customer service leaders, fostering a customer-first culture and aligning team objectives with broader company goals.
• Collaborate cross-functionally with product, operations, compliance, and other internal teams to enhance service offerings and address customer needs proactively.
• Handle escalated or complex customer issues, ensuring swift and effective resolutions in line with company standards.
• Identify opportunities to implement AI and automation tools to streamline workflows and improve service efficiency.
• Stay informed on industry trends, customer service innovations, and regulatory developments to maintain a competitive and compliant service model.

• Proven experience in a senior leadership role within customer service, preferably in a global or fast-paced tech/finance environment (ideally from Binance, OKX, or Bybit).
• Deep understanding of customer service operations, systems, and performance management frameworks.
• Strong experience in leading and aligning multicultural, cross-regional teams across multiple time zones.
• Excellent communication, interpersonal, and stakeholder management skills with a collaborative leadership style.
• Analytical mindset with a strong focus on data-driven decision-making and continuous improvement.
• Familiarity with AI technologies and automation tools in the customer service domain is a significant advantage.
• Bachelor’s degree required; an advanced degree or relevant professional certifications are a plus.
• Fluent in Chinese and English.