Customer Support Specialist

About Bitdeer:

Bitdeer Technologies Group (Nasdaq: BTDR) is a world-leading technology company for Bitcoin mining. Bitdeer is committed to providing comprehensive computing solutions for its customers. The Company handles complex processes involved in computing such as equipment procurement, transport logistics, datacenter design and construction, equipment management, and daily operations. The Company also offers advanced cloud capabilities to customers with high demand for artificial intelligence. Headquartered in Singapore, Bitdeer has deployed datacenters in the United States, Norway, and Bhutan.

As a Customer Service Specialist in our Sales and Marketing Department, you will play a critical role in supporting our global customer base. You will be responsible for managing user inquiries, ensuring compliance with KYC (Know Your Customer) regulations, supporting sales and after-sales processes, and contributing to the continuous improvement of our customer service operations. This position requires strong communication skills in both English and Chinese, a customer-centric mindset, and the ability to thrive in a fast-paced, technology-driven environment.

Key Responsibilities:

1. User Support & Management

• Respond promptly and professionally to customer inquiries from both domestic and international users via our ticketing system (Zendesk), online communities, and other digital platforms.
• Provide clear guidance and support to users, ensuring high levels of customer satisfaction.
• Monitor and guide user interactions to maintain a positive community environment.

2. KYC (Know Your Customer) Compliance

• Process and verify customer KYC requests in accordance with the latest company compliance policies.
• Stay updated on evolving compliance requirements and ensure timely, accurate resolution of KYC-related issues.

3. Product & Sales Support

• Assist the sales team with product listings, inventory management, and the creation of customized product links for key clients.
• Coordinate with relevant departments to ensure accurate and up-to-date product information.

4. After-Sales Service & Issue Resolution

• Track and resolve after-sales issues, including troubleshooting abnormal product performance and managing emergency situations.
• Provide timely follow-up to ensure customer concerns are addressed and resolved effectively.

5. VIP Client Relationship Management

• Maintain and nurture relationships with VIP customers, including creating exclusive product offerings and providing personalized support.
• Enhance user loyalty through proactive engagement and exceptional service.

6. Product & Process Optimization

• Collect and analyze customer feedback to identify product and process improvement opportunities.
• Prepare weekly reports summarizing customer needs and propose actionable improvement plans.
• Collaborate with cross-functional teams to optimize and standardize business and customer service processes, including drafting and updating SOPs as required.

7. Additional Duties

• Undertake other tasks and projects as assigned by the Customer Service Team Leader.

Qualifications & Skills

• Bachelor’s degree or higher in a relevant field.
• Advanced proficiency in Microsoft Office and related business software.
• Excellent communication and interpersonal skills, with a strong customer-first approach.
• Demonstrated ability to work collaboratively in a team environment.
• Strong organizational, coordination, and problem-solving abilities.
• High sense of responsibility and the ability to perform well under pressure

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.