中英培训师

Key Responsibilities: Design and establish a comprehensive training system for the company's customer support team, independently develop and deliver standardized training programs in both English and Chinese, to ensure customer support agents are fully equipped to handle user inquiries professionally, accurately, and efficiently across all business scenarios. Deliver full-cycle onboarding training for new customer support agents, as well as ongoing advanced training for in-service team members, with all training sessions conducted bilingually in English and Chinese, covering business capabilities, service standards, compliance requirements and other full-dimensional content. Independently create, compile, and iteratively update a full set of training materials, covering the full product line of the crypto exchange, business workflows, standard operating procedures (SOPs), industry compliance requirements and other core modules. Conduct specialized product training for the exchange's core business, including but not limited to spot trading, futures contracts, account function system, KYC verification, risk control rules, and full user operation workflows. Build a training effectiveness evaluation system, quantify the results of training implementation through organizing assessments, quizzes, daily follow-ups and performance evaluations, continuously optimize training content and formats to improve training quality and business transformation efficiency. Continuously track the latest developments in the crypto industry and the iterative updates of the platform's products, update training content in a timely manner to ensure the team's business knowledge is aligned with industry development and platform product upgrades. Job Requirements: Fluent in both spoken and written English and Chinese, with the ability to independently design and deliver full training sessions bilingually. Solid and comprehensive understanding of the Web3 industry and full product lines of crypto exchanges, with proficient knowledge of core business logic and rules including spot trading, futures contracts, account systems, KYC, risk control, etc. Hands-on practical experience in customer support, customer service team training, or crypto exchange operations; candidates with proven experience in training system establishment, curriculum design and on-site delivery are highly preferred. Excellent curriculum design ability, logical expression skills and on-site session management ability, able to customize training content based on the team's business needs and ensure the implementation of training results. Strong sense of responsibility, fast learning ability and self-motivation, able to keep up with industry and product updates in a timely manner, continuously optimize the training system, with a rigorous, detail-oriented and result-driven work attitude. Bonus Points: Previous working experience in customer support training or team management at top-tier crypto exchanges, with verifiable and successful training implementation cases. Experience in customer service system establishment, SOP process design, or compliance management, able to optimize the standardized operation system of the customer service team simultaneously. Rich front-line practical experience in customer support at crypto exchanges, with in-depth understanding of the business pain points and training needs of the customer service team, able to deliver business-aligned customized training content. Proficiency in additional languages, able to cover training needs for regions such as Southeast Asia, the Middle East, Europe, etc.