About us
Bitget is the world's largest Universal Exchange (UEX), serving over 125 million users and offering access to over 2M crypto tokens, 100+ tokenized stocks, ETFs, commodities, FX, and precious metals such as gold. The ecosystem is committed to helping users trade smarter with its AI agent, which co-pilots trade execution.
Bitget is driving crypto adoption through strategic partnerships with LALIGA and MotoGP™. Aligned with its global impact strategy, Bitget has joined hands with UNICEF to support blockchain education for 1.1 million people by 2027. Bitget currently leads in the tokenized TradFi market, providing the industry's lowest fees and highest liquidity across 150 regions worldwide.
What you'll do
- Conduct regular QA audits on live chat, email, and ticket cases based on scorecards, SOPs, and service standards.
- Identify issues such as SOP errors, knowledge gaps, poor communication, incorrect escalation, incomplete probing, and zero-tolerance violations.
- Review DSAT cases and perform RCA to classify issues by CS or non-CS attributed categories.
- Provide clear, evidence-based feedback to agents and team leads to support coaching and performance improvement.
- Participate in QA calibration sessions to ensure consistent scoring and alignment across teams.
- Support updates to SOPs, QA scorecards and exception handling standards.
- Surface service quality issues to relevant teams for calibration opportunities.
- Support QA improvement projects, including QA system enhancement, AI-assisted QA, and automation-related initiatives.
Traits:
- Data-Driven Root Cause Analysis: Leverages data to systematically identify root causes and uncover actionable improvement opportunities.
- Resilient & Decisive Mindset: Maintains determination and steadfastness in navigating complex challenges and driving initiatives to closure.
- Objective & Fair Evaluation: Ensures impartiality and consistency in assessments, upholding high standards of integrity.
- Strong Ownership & Accountability: Takes full responsibility for outcomes, proactively addressing gaps and driving results.
- Effective Communication & Coaching: Delivers clear, constructive feedback and guidance to foster team development and performance improvement.
What you'll need
- 1–3 years of experience in cryptocurrency business customer service, QA, Operations, or a related role.
- Experience reviewing live chat, email, ticketing, or Zendesk-based customer interactions.
- Proficiency in AI is mandatory. Other skillset required includes Excel, Google Sheets, or similar reporting tools.
- Strong understanding of SOP compliance, QA scorecards, customer service standards, and CSAT-related metrics.
- Strong written and verbal communication skills.
- Able to provide objective, structured, and constructive feedback.
- Detail-oriented, fair, consistent, and able to manage audit workload within SLA.
- Experience with Zendesk, QA platforms, or CS operation tools is preferred.
- Familiarity with areas such as P2P, account security, KYC, deposits and withdrawals, spot trading, futures trading, promotions, and risk control.
- Experience with DSAT RCA, QA calibration, scorecard design, or QA rulebook development.
Why Bitget?
- Bitget is the world's leading web 3 platform for copy trading and one of the world's 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!
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