Director of Customer Service

Job Title: Director of Customer Service

I. Job Overview

The Director of Customer Service is responsible for developing and implementing the company’s overall customer service strategy and overseeing the daily operations of the customer service department. The role ensures the delivery of high-quality, efficient, and professional service to individual investors, institutional clients, and corporate partners.

Candidates must possess over 20 years of management experience and be well-versed in customer service frameworks within the financial services, digital asset, and cryptocurrency sectors. The ideal candidate will be capable of establishing robust customer support mechanisms, optimizing service workflows, and enhancing customer satisfaction and loyalty. Furthermore, a deep understanding of cryptocurrency trading platforms, digital wallets, blockchain technology, and digital asset management is essential to provide expert customer service leadership that supports the company’s long-term growth.

II. Key Responsibilities

1\. Customer Service Strategic Management

Develop the company’s customer service strategy, annual work plans, and departmental development goals.

Establish a standardized and systematic customer service management framework.

Continuously optimize the customer service model in alignment with trends in the cryptocurrency market.

Ensure that customer service initiatives remain aligned with the company’s broader business development strategy.

2\. Customer Service Team Management

Take full responsibility for the organizational structure, personnel management, and development of the customer service department.

Implement comprehensive mechanisms for recruitment, training, performance evaluation, and talent developm...

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