Client Service Analyst - Livechat (Thai required)

As a Client Service Analyst at Bybit, you support clients across live chat and email while managing frontline operations for one of the world's leading cryptocurrency exchanges. You combine hands-on customer service delivery with team leadership, ensuring excellent service experience, investigating complaints, and driving continuous improvement across the support function. You speak English and Thai fluently and are comfortable working rotational shifts including weekends and public holidays.

What you'll do

• Support clients on all inquiries via live chat or email, ensuring efficient and excellent customer service
• Be well equipped with Bybit's platform and products, including staying abreast of general market conditions
• Diligently manage and follow up on inquiries and complaints from current and prospective clients
• Understand what customers truly need and convert it to constructive feedback and suitable solutions for management
• Ensure frontline operations run smoothly, flagging any discrepancies or situational risks to management promptly
• Continuously seek improvement to enhance your team's performance, work efficiency, and overall work process
• Support leaders in supervising and managing manpower to ensure sufficient coverage for live chat and email operations as per business requirements
• Oversee team performance and ensure all members consistently achieve and maintain high KPIs
• Provide coaching and training to all team members, including case sharing for error and incident prevention
• Monitor team-specific challenges and situations, working proactively to meet team and business unit OKRs
• Analyze performance data and prepare detailed reports with analysis and solutions to problems
• Develop and execute hands-on continuous improvement for the team in performance, manpower, and process enhancement
• Act as a bridge of communication across departments and internal divisions to ensure operations and project collaborations are effective and results-driven
• Handle live chat and email personally whenever necessary, including standby for emergency outages

What you bring

• Min 5-7 years of customer service experience, with 2-3 years of supervisory or management responsibilities
• Preferably experience handling external vendors, government agencies, or regulatory and compliance relations
• Bachelor degree in finance, economics, mathematics, or a related field
• Familiarity with frontline operations (live chat and email) in fast-paced industries such as financial institutions, fintech, banking, investment, or call-center environments
• Sharp acumen and keen analytical skills with numbers and statistics
• Proficiency in English and Thai in both communication and writing to liaise with dedicated market counterparts
• Passion for developing knowledge and a long-term career in fintech or crypto trading firms
• Self-driven and committed with the ability to respond positively to client requests for assistance
• Ability to perform 5 days of rotational shift work including weekends and public holidays

What we offer

• Study Growth Fund supporting your professional development and continuous learning
• Internal events including team-building activities, workshops, and collaboration initiatives
• Opportunities for career advancement and growth within a rapidly expanding global company
• Internal mobility and long-term development opportunities to build your career path

About Bybit

Established in 2018, Bybit is one of the world's leading cryptocurrency exchanges and digital financial platforms, serving over 80 million users across more than 200 countries and regions. Bybit delivers a seamless ecosystem across trading, payments, wealth management, custody, institutional services, and Web3.