Client Service Analyst – Livechat, Thai Required

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

📋 Description

• Assist clients with inquiries through live chat and email.

• Ensure the delivery of exceptional and effective customer service experiences.

• Maintain a comprehensive understanding of the company's platform, products, and prevailing market conditions.

• Manage and follow up on inquiries and complaints from both current and prospective clients.

• Convert customer requirements into actionable feedback and appropriate solutions for management.

• Facilitate smooth frontline operations and promptly identify any discrepancies or situational risks.

• Enhance team performance, work efficiency, and overall processes.

• Support management in overseeing staffing and ensuring coverage for live chat and email communications.

• Monitor team performance to achieve high Key Performance Indicators (KPIs).

• Deliver coaching, training, and case sharing to prevent errors and incidents.

• Observe team challenges and proactively assist in achieving team and business-unit Objectives and Key Results (OKRs).

• Analyze performance data and compile detailed reports containing problem analyses and proposed solutions.

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

• Facilitate communication across departments and internal divisions for effective operations and project collaboration.

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

⛳️ Requirements

• Ideally possess customer service experience working with external vendors, government agencies, or related regulatory/compliance relations.

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

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

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

• Preferably familiar with frontline operations (Live chat and Email) in fast-paced industries such as financial institutions, fintech, banking, investments, or call-center environments.

• Exhibit strong numerical and statistical skills.

• Fluent in English and Thai for verbal and written communication.

• Demonstrate a passion for acquiring knowledge and pursuing a long-term career in fintech or crypto trading firms.

• Available to work in a rotational shift schedule for 5 days, including weekends and public holidays.

🏝️ Benefits

• Study Growth Fund supporting professional development and ongoing learning.

• Regular internal team-building events, workshops, and activities.

• Opportunities for global collaboration with a diverse international team.

• Career advancement prospects within a rapidly growing global organization.

• Internal job openings that promote long-term career development.