Customer Support Specialist

About Bitdeer:

Bitdeer Technologies Group (Nasdaq: BTDR) is a leader in the blockchain and high-performance computing industry. It is one of the world’s largest holders of proprietary hash rate and suppliers of hash rate. Bitdeer is committed to providing comprehensive computing solutions for its customers.

The company was founded by Jihan Wu, an early advocate and pioneer in cryptocurrency who cofounded multiple leading companies serving the blockchain economy. Mr. Wu leads the company as Founder, Chairman, and CEO, while Matt Linghui Kong serves as Bitdeer’s CBO and provides leadership through deep industry knowledge and technology expertise.

Headquartered in Singapore, Bitdeer has deployed mining data centers in the United States, Norway, and Bhutan. It offers specialized mining infrastructure, high-quality hash rate sharing products, and reliable hosting services to global users. The company also offers advanced cloud capabilities for customers with high demands for artificial intelligence.

Dedication, authenticity, and trustworthiness are foundational to our mission of becoming the world’s most reliable provider of full-spectrum blockchain and high-performance computing solutions. We welcome global talent to join us in shaping the future.

What you will be responsible for:

• User management: Responsible for answering questions raised by domestic and foreign users in the ticket system (Zendesk), community and other platforms online, and pay attention to the guidance of user speech, efficiently solve customer problems, and improve user satisfaction.
• KYC management: Responsible for the processing of user KYC work orders, understand and learn the company's latest compliance policies, and ensure that customer KYC work orders are solved in a timely and effective manner.
• Product management: Actively support sales-related work, including product listing, product inventory management, and production of product links for major customers.
• After-sales follow-up: Track and handle abnormal problems such as after-sales and have the ability to respond to and solve emergencies.
• VIP management: Responsible for VIP and other customer maintenance, including but not limited to: making exclusive product links for VIP customers, maintaining good relationships with users, and enhancing user loyalty to the brand.
• Product optimization: Starting from user experience and needs, analyze and summarize product and process problems, summarize and count customer needs every week, propose improvement plans, and optimize and improve business and customer service processes.
• Process optimization: Responsible for docking with other business teams, write relevant SOP process articles according to business development, and promote process optimization and standardization.
• Complete other tasks assigned by the leader.

How you will stand out:

• Bachelor degree or above;
• Proficient in English and Chinese communication; Proficient in Office software;
• Good at communication, speaking appropriately, user-centric, with strong service awareness and good teamwork spirit, strong organizational coordination ability, sense of responsibility, and strong stress resistance;
• Customer Support Specialist（from Junior to Senior）- Customer Support Team Leader or above.

What you will experience working with us:

• A culture that values authenticity and diversity of thoughts and backgrounds;
• An inclusive and respectable environment with open workspaces and exciting start-up spirit;
• Fast-growing company with the chance to network with industrial pioneers and enthusiasts;
• Ability to contribute directly and make an impact on the future of the digital asset industry;
• Involvement in new projects, developing processes/systems;
• Personal accountability, autonomy, fast growth, and learning opportunities;
• Attractive welfare benefits and developmental opportunities such as training and mentoring.

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Bitdeer is committed to providing equal employment opportunities in accordance with country, state, and local laws. Bitdeer does not discriminate against employees or applicants based on conditions such as race, colour, gender identity and/or expression, sexual orientation, marital and/or parental status, religion, political opinion, nationality, ethnic background or social origin, social status, disability, age, indigenous status, and union.