Client Service Analyst – Livechat, Czech
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Job Description
Client Service Analyst supporting Bybit cryptocurrency exchange users via live chat and email. Supervising frontline operations, analyzing performance, and improving customer service processes.
Responsibilities:
- Support clients with inquiries via live chat or email
- Ensure efficient and excellent customer service
- Maintain knowledge of the company's platform, products, and general market conditions
- Manage and follow up on client inquiries and complaints
- Translate customer needs into constructive feedback and suitable solutions for management
- Ensure smooth frontline operations and promptly flag discrepancies or situational risks
- Improve team performance, work efficiency, and processes
- Support leaders in supervising manpower and ensuring live chat and email coverage
- Oversee team performance and ensure members achieve and maintain high KPIs
- Provide coaching, training, and case sharing to prevent errors and incidents
- Monitor team challenges and proactively support team and business-unit OKRs
- Analyze performance data and prepare detailed reports with problem analyses and solutions
- Execute continuous improvements in team performance, manpower, and processes
- Facilitate communication across departments and internal divisions
- Handle live chat and email personally when necessary, including emergency outage standby
Requirements:
- Preferably customer service experience handling external vendors, government agencies, or related regulatory/compliance relations
- Bachelor's degree in finance, economics, mathematics, or a related field
- Minimum 5–7 years of customer service experience
- 2–3 years of supervisory or management responsibilities
- Ideally familiar with frontline operations, including live chat and email, in fast-paced financial institutions, fintech, banking, investment, or call-center environments
- Strong numerical and statistical acumen
- Proficient in English and Thai for communication and writing
- Passion for developing knowledge and a long-term career in fintech/crypto trading firms
- Team player who is committed and self-driven, with the ability to respond positively to client assistance requests
- Able to perform five days of rotational shift work, including weekends and public holidays
Benefits:
- Study Growth Fund supporting professional development and continuous learning
- Regular internal team-building activities, workshops, and events
- Global collaboration with a diverse, international team
- Career advancement opportunities within a rapidly expanding global company
- Internal mobility opportunities to help build a career path
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