CS Director
Bitget
APAC/Oceania, Malaysia, Kuala Lumpur
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Salary
Rank
Director
Responsibility
Functional Tower Lead
Scope
Regional
Workplace
100% in office
Functions
Customer Service
IT
Marketing
Reports to
Level
N-2
Travel Max:
0%
Posting Date
08-12-2025
Description
Our mission is to support the growth of the digital assets industry and we believe it represents the future of finance. What we do empowers the future of finance by ensuring secure, efficient and smart digital transactions.
Key Responsibilities
- 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.
Qualification & Requirements
- Proven experience in a senior leadership role within customer service, preferably in a global or fast-paced tech/finance environment. (ideally from Binance/OKX/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
Benefits
- Bitget is the world’s leading web 3 platform for copy trading and one of the world’s largest and most respected exchanges
- We are a global company with staff members from over 50 different countries and regions
- We are growing and looking for world-class ambitious talents to help us continue this journey
- We have a streamlined structure that empowers employees to work efficiently, delivering the best results in a short timeframe
- We offer competitive salaries and benefits
- Blockchain technology and digital assets have the potential to change finance in a way no other technology can – be part of it!
Company Profile
Bitget
Industry
Financial Services
Revenue
$585.4M
Employees
2,000
Fortune 500 Rank
NA
Global 500 Rank
NA
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