Client Service Lead

ABFinance is a US-based firm looking to build and enable digital finance for the future. Our vision is to build a full financial ecosystem where digital assets, traditional finance, and everyday money management live in one seamless experience, made available to everyone. Founded by a team of innovators, traders, and compliance professionals, our mission is to bring the emerging world of digital assets to everyone. Our flagship product is a secure, regulated crypto exchange where we build trading tools for both retail and institutional clients - such as spot trading, yield generation products with a focus on compliance and security. 1. Job Purpose & Focus Customer success policies and procedures Customer success system implementation Complaint handling 2. Key Responsibilities Plan and manage manpower to ensure sufficient coverage for livechat operations including email, as per business requirements Oversee team performance and ensure all members consistently achieve and maintain high KPIs Provide coaching and training to all members, including case sharing for error / incidents prevention Monitor team specific challenges and situations, working proactively to meet team and BU OKRs Analyze performance data and prepare detailed reports providing analysis, and solutions to problems Develop and execute hands-on in continuous improvement for the team in terms of performance, manpower and process enhancement Act as bridge of communications across departments and internal division to ensure operations and project-collaborations are effective and results-driven To be operationally-ready by handling livechat and email personally whenever necessary, including standby for emergency outtage. 3. Requirements Candidate possess bachelor degree in finance / economics / mathematics or any related capacity Minimum diploma in business administration or business management with keen and sharp eye for numbers Min 5-7 years of customer service experience, with 2-3 years of supervisory or management responsibilities. Ideally familiar with frontline operations (Livechat and Email) in fast-paced industry like Financial institutions, Fintech / Banking / Investment / call-center environment Someone with sharp acumen and keen eyes with numbers and statistics is ideal for this position. Proficient in English & Chinese in communication and writing in order to liaise with dedicated market counterparts Possess great passion to develop knowledge and a long-term career in fintech/crypto trading firms Team player, who is committed and self-driven, with the ability to respond positively to a client's request for assistance 4. Preferred Qualifications Experience in fintech or blockchain industry is a plus Relevant professional certifications Experience working in a fast-paced startup environment 5. Legal & Compliance Requirements Must comply with all applicable laws and regulations in the work location Not legally required to be located in US, but strongly preferred for practicality.