Customer Support Associate (6-Month Contract)

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As a Customer Support Associate under Bitkub’s Operations and Customer Support team, your role will be crucial in effectively answering customers' questions, resolving the inquiries with empathy and care, and documenting pain points to share with internal teams. You’ll have the opportunity to nurture relationships with our users, improve their experience, and enhance Bitkub's credibility in the process. By providing outstanding support, you’ll directly contribute to customer satisfaction and strengthen our reputation as a trusted leader in the crypto industry.

Responsibilities

• Respond promptly and accurately to customer inquiries via phone, email, and live chat, while maintaining service quality and ensuring continuous productivity
• Provide a warm and professional welcome to walk-in customers, addressing their needs and inquiries effectively
• Identify customer needs and help customers use specific features
• Follow up with customers to ensure their concerns, including technical issues, are well addressed
• Stay informed about our internal databases, SOPs, policies, new features and functionalities, and technical information to share relevant information with customers
• Share feature requests and effective workarounds with team members
• Review and report product malfunctions (for example, by testing different scenarios or impersonating users) and collaborate with technical teams for issue resolution
• Gather customer feedback and share it with product, marketing, or related teams to resolve customer issues and recommend service or platform improvements
• Assist in training new customer support representatives when needed

Requirements

• Bachelor’s degree in any field (New graduates are also welcome)
• Strong verbal and written communication skills in both Thai and English
• Excellent communication, explanation, attention to detail, and can-do attitude
• Ability to prioritize and manage multiple responsibilities
• Customer-centric mindset, focusing on providing a positive customer experience
• Ability to remain calm and maintain patience during difficult client interactions
• Comfortable working in a fast-paced, ambiguous environment
• Flexible working hours with 5 working days & 2 days off per week (Willing to work on rotating shifts including weekends and public holidays)