Customer Success Specialist (Chinese/English)

WOO X is a global centralised crypto futures and spot trading platform offering best-in-class liquidity and price execution. WOO X has an average daily volume exceeding $1.5 billion and is home to hundreds of thousands of traders worldwide. WOO X traders benefit from radical transparency through our industry-first live Proof of Reserves & Liabilities dashboard and the company's mission to maintain the trust of its growing community of traders. Our team of 200+ highly-talented employees works from 12 cities across eight countries in Europe and Asia 🚀

Our vision is to inspire confidence, higher performance, and joy in every user. We have a mission to provide the best liquidity on the best terms. We compete not just on price execution but also on integrity, user experience, innovative tools, and global opportunities.

About the opportunity:

We are looking for a Customer Success Specialist (Chinese/English) to join us on this mission and vision. You’ll become an integral part of the Customer Success team, which is dedicated to empowering traders with seamless support, personalised guidance, and proactive solutions. The team bridges the gap between users and our products, ensuring an exceptional trading experience by addressing concerns, optimising engagement, and driving long-term satisfaction.

What you’ll be working on:

• Deliver high-quality, responsive support to users through official WOO X support channels.
• Communicate clearly and empathetically to help users navigate WOO X products and resolve issues efficiently.
• Collaborate with Product, Operations, and Marketing teams to escalate user feedback and improve the overall experience.
• Educate users about new features, updates, and security best practices.
• Maintain accurate records of user interactions and ensure timely follow-up for resolution and satisfaction.
• Identify common user pain points and propose enhancements that strengthen engagement and loyalty.
• Uphold WOO’s service and communication standards across all customer touchpoints.

Why work with us:

Join us in realising our vision in advancing decentralisation, and leading innovation in CeFi. Enjoy work flexibility, a supportive team, and an environment that nurtures your ideas. Plus, expect a performance-based annual bonus for all contributors at WOO 💪

About you:

• 2 + years of experience in Customer Support, Account Management, or Customer Success in crypto, fintech, or financial services.
• Excellent command of English and Chinese, both written and spoken.
• Strong understanding of cryptocurrency trading platforms and user needs.
• Empathetic, detail-oriented, and passionate about helping users succeed.
• Strong problem-solving, communication, and multitasking skills.
• Comfortable working independently in a global, fast-paced remote environment.
• Familiarity with CRM systems, ticketing tools, or community management platforms.

Getting the job

We're actively seeking talented individuals to join our team outside of our typical hiring schedule. This proactive approach allows us to connect with exceptional candidates like you even before specific positions become available.

On average, successful candidates go through five rounds of interviews and tests. Our hiring process begins by meeting with our People Team, who help facilitate the process of placing you in your new role. You can expect to share your experience and ideas in online video interviews with our hiring team, made up of management and potential new colleagues.

Submitting your resume now ensures that you're first in line when new opportunities arise. By doing so, you'll have a head start in the selection process and get a chance to showcase your skills and experience.

Get started on your application here!