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
- Gather feedback from support agents, team leads, and managers to surface operational pain points in ticketing and support workflows.
- Translate findings into structured requirement documents with clear problem statements, scope, success metrics, and acceptance criteria.
- Work closely with Product Managers to align on priorities and drive requirements through to implementation.
- Configure ticketing system triggers, automations, routing rules, and workflow logic alongside developers to embed new capabilities.
- Lead post-rollout hypercare, monitor adoption, troubleshoot issues, and iterate until solutions are validated and sustainably adopted.
- Monitor and optimize AI tool performance for high utilization and user satisfaction.
- Partner with Product and Engineering to gather feedback and prioritize AI feature enhancements.
- Drive training and change management for smooth adoption of new AI features.
- Analyze AI usage data to identify coverage gaps and propose improvements.
- Oversee the health and stability of core support systems (ticketing, workforce management, BI, QA tools).
- Lead key infrastructure projects (e.g., authentication/API migrations) with minimal operational disruption.
- Maintain ticket lifecycle tracking and keep dashboards current.
- Troubleshoot integration issues, coordinating with vendors or internal engineering as needed.
- Identify repetitive manual tasks and build automation solutions.
- Maintain SOPs for escalation paths to ensure consistency and compliance.
- Partner with BI teams to ensure accurate data flow into reporting systems.
- Generate regular SLA, CSAT, utilization, and shrinkage reports with actionable insights.
- Support ad-hoc data requests from leadership.
What you'll need
- Fluent in English and Mandarin Chinese (mandatory), able to author requirement documents in Chinese and communicate with stakeholders effectively.
- Hands-on experience administering ticketing systems (triggers, automations, routing, APIs).
- Familiarity with REST/Webhooks integrations and BI tools (e.g., Tableau, Power BI, or similar) is a plus; workforce management tool experience a bonus.
- Strong analytical mindset, able to translate data into actionable improvements.
- Proactive problem-solver, comfortable identifying bottlenecks and building scalable solutions.
- 3+ years of experience in systems analysis, operations support, or technical project management, ideally within fintech/crypto or high-volume customer support environments.
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!
For more information regarding candidates' personal data processing, please refer to Bitget Candidate Privacy Notice.