Role Overview

We are a young, passionate and fast growing team with members all over the world delivering a 24/7/365 industry leading support experience. We are proud to work for BitMEX and of the standard we have set and hold ourselves to. We enjoy working together and helping each other to grow. There is a high level of independence involved in the role, but we are interdependent on each other in the sense that many hands make light work and we are all responsible for upholding the high standard that has been set and raising it even higher into the future.

The role of the Customer Support Specialist is to assist our users during the European time zone via a number of channels - including but not limited to our CRM (Zendesk), the BitMEX Trollbox, Discord, Reddit and Telegram. You will be required to continuously identify and evaluate customer needs in order to achieve the highest quality of customer satisfaction. You will be expected to monitor the community for any emerging issues and bring forward any feedback or proposals you come across.

This position is ideal for somebody who would enjoy being the face of the company, helping people and establishing/maintaining strong relationships with our customers.

* This position may require occasional weekend work. 

Key Responsibilities

• Respond to customer queries in a timely manner with the utmost professionalism and in accordance with company policies/guidelines
• Monitor the BitMEX Trollbox, Telegram and other channels as required
• Perform document checks as per standard procedures
• Escalate enquiries when necessary
• Work closely with various internal partners (including Founders, Engineers, Sales, Marketing, Control teams, IT) in different regions (Asia, Europe, America) when necessary
• Assist in updating FAQ/Solutions documentation
• Constantly look for ways to improve our customer service

Qualifications

• Must be proficient in English and Russian
• Must have trading experience
• Experience resolving customer inquiries and providing a basic level of technical support
• Ability to compute simple calculations on financial products
• Experience or knowledge of cryptocurrency, blockchain or trading would be a plus
• Attention to detail with excellent communication skills and patience
• Ability to troubleshoot and discover answers quickly and effectively
• Enjoy helping people and being patient with customers
• Capable of working under pressure
• Cooperative with strong team spirit and a willingness to motivate your other colleagues on the Customer Support Team

Nice to Have

• Technical background and/or understanding of the BitMEX API
• Strong mathematical skills
• Available for immediate hire preferred

Why BitMEX?

BitMEX offers a dynamic environment that blends intense work, a vibrant culture, and diversity. We actively recruit across time zones to meet growing demands and attract top global talent.

We're seeking determined, responsible, and collaborative individuals to join us in building a leading cryptocurrency ecosystem. We value meticulousness, agility, and simplicity. As a 24/7 global exchange, we look for adaptable team players who can excel in a diverse, cross-market environment.

We provide flexible arrangements to our remote contract talents with:

• Work from home to help you find the perfect balance between work, family and personal life
• Paid holidays and leave so you won’t miss out any important events
• Team building & offsite events to bring our global team closer
• Don’t forget the advantage of our Beyond Border Remote Working policy, where you get to work away from your home country
• Option to choose to be paid in fiat or crypto currency, providing the flexibility to shape your financial freedom

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