Role Overview

The Bilingual CSR will provide world-class support to Korean and English-speaking customers for a new high-profile client — a leading crypto exchange running a crypto-based rewards program. The role is not location-dependent but must align with Korean business hours.

Key Responsibilities

• Provide email, chat, and ticket-based support (via Zoho Desk) to Korean and English-speaking users.
• Troubleshoot and resolve customer issues promptly, with professionalism and empathy.
• Maintain high product knowledge to effectively explain crypto reward program details.
• Collaborate with supervisors and cross-functional teams to share customer insights.
• Keep meticulous records of interactions, ensuring thorough follow-up and resolution.
• Identify and report trends or recurring issues, contributing to continuous improvement.

Must-Haves:

• Fluency in Korean and English (written & spoken).
• 5+ years in customer service, with 2+ years supporting U.S.-based companies.
• Experience with Zoho Desk (or equivalent platforms like Zendesk, Freshdesk, etc.).
• Strong written communication in English.
• Crypto or tech industry experience strongly preferred.
• Ability to work independently and provide regular updates to management.
• Excellent attention to detail and organizational skills.

Nice-to-Haves:

• Familiarity with blockchain-based loyalty programs.
• Experience in high-volume customer service environments.