About us Bitget is one of the world&aposs leading digital assets ecosystems. With over 120 million registered users, Bitget has one of the most comprehensive suites of blockchain products and services available via bitget.com. Our mission is to support the growth of the digital assets industry and we believe it represents the future of finance. What we do empowers the future of finance by ensuring secure, efficient and smart digital transactions. We are one of the fastest growing companies in the digital asset sector. If you are looking for cutting-edge work, where you will have opportunities to develop your career among peers who are experts in their field, and you believe in the future of digital currency, then look no further than Bitget! What you&aposll do Lead, mentor, and manage a global customer support team across multiple timezones and languages, ensuring consistent, high-quality service delivery. Own team OKRs and KPIs; analyze performance trends and make strategic adjustments to meet targets. Respond promptly and professionally to critical escalations and customer complaints, including those surfaced on social media or public channels. Collaborate cross-functionally with Product, Operations, Risk, Compliance, and Engineering to improve user experience and resolve complex issues. Develop, optimize, and innovate customer service processes, SOPs, and workflows to improve efficiency and scalability. Produce clear, data-driven reports and business updates for internal stakeholders and senior leadership. Drive the adoption and improvement of self-service tools and automation, including Help Center, AI bots, and feedback loops. Ensure service continuity during high-pressure situations, such as security incidents, large-scale system outages, or time-sensitive product launches. What you&aposll need 5-8 years of experience in a senior leadership role within customer support or customer experience. Proven track record of managing teams of 100+ people across regions and cultures. Experience working in high-pressure, fast-paced environments, with strong crisis management capabilities. Strong familiarity with customer service platforms such as Zendesk or equivalent. Demonstrated data analysis, operational insight, and performance reporting abilities. Excellent communication skills, both verbal and written; fluent in English (additional languages are a plus). Strong leadership and people management skills, with a focus on coaching, motivation, and retention. Deep understanding of cross-cultural dynamics and timezone management in global teams. Preferred background in Crypto, Fintech, or SaaS industries. Comfortable with flexible work schedules, including late nights or weekends to support global operations as needed. Preferred Qualifications Experience leading customer support during product rollouts, system outages, or PR-sensitive incidents. Prior exposure to self-service/automation strategies such as AI chatbots, RPA (Robotic Process Automation), or smart routing. Background in compliance-heavy environments with experience navigating regulatory or risk-related conversations. Hands-on experience with OKR management tools, workforce management systems, and reporting dashboards. Able to work in 4pm-1am / 5pm-2pm (UTC+8) time zone Why Bitget Bitget is the world&aposs leading web 3 platform for copy trading and one of the world&aposs largest and most respected exchanges We are a global company with staff members from over 50 different countries and regions We are growing and looking for world-class ambitious talents to help us continue this journey We have a streamlined structure that empowers employees to work efficiently, delivering the best results in a short timeframe We offer competitive salaries and benefits Blockchain technology and digital assets have the potential to change finance in a way no other technology can - be part of it! If you are ambitious and believe that digital assets could be the next financial and technological revolution, please apply! By submitting a job application, you confirm that you have read and agree to our Candidate Privacy Notice. Show more Show less