Client Service Analyst – Livechat, Czech

This is a fully remote position, open to applicants in Asia.

📋 Description

• Assist clients with their inquiries through live chat or email.

• Provide efficient and exceptional customer service.

• Stay updated on the company's platform, products, and overall market trends.

• Manage client inquiries and complaints, ensuring timely follow-ups.

• Convey customer needs into actionable feedback and appropriate solutions for management.

• Ensure seamless frontline operations and quickly highlight any discrepancies or potential risks.

• Enhance team performance, operational efficiency, and processes.

• Assist leaders in overseeing personnel and ensuring coverage for live chat and email support.

• Monitor team performance and guarantee that members reach and sustain high KPIs.

• Offer coaching, training, and case sharing to minimize errors and incidents.

• Observe team challenges and proactively support team and business-unit OKRs.

• Evaluate performance data and generate comprehensive reports with problem analyses and solutions.

• Implement ongoing improvements in team performance, staffing, and processes.

• Foster communication across various departments and internal divisions.

• Personally manage live chat and email when necessary, including emergency outage standby.

⛳️ Requirements

• Ideally possess customer service experience dealing with external vendors, government entities, or related regulatory/compliance interactions.

• Hold a Bachelor's degree in finance, economics, mathematics, or a related discipline.

• Have a minimum of 5–7 years of experience in customer service.

• Possess 2–3 years of supervisory or management experience.

• Preferably familiar with frontline operations including live chat and email in fast-paced environments such as financial institutions, fintech, banking, investment, or call centers.

• Demonstrate strong numerical and statistical skills.

• Proficient in both English and Thai for effective communication and writing.

• Show a passion for knowledge development and a long-term career in fintech/crypto trading firms.

• Be a committed and self-motivated team player, capable of responding positively to client assistance requests.

• Willing to work five days of rotational shifts, including weekends and public holidays.

🏝️ Benefits

• Access to a Study Growth Fund for professional development and continuous learning.

• Participate in regular internal team-building activities, workshops, and events.

• Engage in global collaboration with a diverse, international team.

• Explore career advancement opportunities within a rapidly growing global organization.

• Take advantage of internal mobility opportunities to help shape your career path.