Bybit
FinTech
CSManager
Neural analysis suggests this role is
optimal for Manager candidates.
“CS Manager at Bybit. Skills: Customer retention, Customer satisfaction, Value realization. Support clients on all inquiries. Ensure excellent customer service”
What You'll Achieve.
Achieve and maintain high KPIs; Meet team OKRs; Meet BU OKRs
Industry & Context.
Problem analysis; Solution development
5 days' rotational shift work, Work weekends, Work Public Holidays
What They're Looking For.
Must Have
Min 5-7 years customer service experience, 2-3 years supervisory or management experience, Proficient in English & Bahasa Indonesia
Nice to Have
Customer service experience handling external vendors, Customer service experience handling government agencies, Customer service experience handling regulatory relations, Customer service experience handling compliance relations, Bachelor degree in finance, Bachelor degree in economics, Bachelor degree in mathematics, Familiar with frontline operations, Sharp acumen with numbers, Keen eyes with statistics, Passion to develop knowledge in fintech, Passion to develop knowledge in crypto trading, Long-term career in fintech, Long-term career in crypto trading
What You'll Do.
Support clients on all inquiries
Ensure excellent customer service
Manage and follow up on inquiries
Manage and follow up on complaints
Convert customer needs to feedback
Convert customer needs to solutions
Ensure frontline operations are smooth
Flag discrepancy to management
Flag situational risk to management
Enhance team performance
Enhance work efficiency
Supervise manpower for coverage
Oversee team performance
Share cases for error prevention
Share cases for incident prevention
Analyze performance data
Prepare detailed reports
Develop continuous improvement
Execute continuous improvement
Act as bridge of communications
Handle livechat personally
Handle email personally
Standby for emergency outage
How You'll Work.
Team & Collaboration
Across departments; Internal division
Communication Scope
Liaise with counterparts
Full Job Description
About Us 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. Powered by world-class technology and a user-first mindset, Bybit delivers a seamless ecosystem across trading, payments, wealth management, custody, institutional services, and Web3 — connecting users to the future of digital finance. Our core values define how we build. We listen, care and improve to create products and experiences that put users first. Backed by a global team of ambitious builders, problem-solvers, and innovators, we foster a high-performance and fast-moving environment where talent is empowered to drive real impact at the global scale. Supported by 24/7 multilingual customer service and a strong commitment to innovation, we are shaping the future of finance through technology, collaboration, and bold execution. Today, Bybit is recognized as one of the most trusted and transparent platforms in the digital asset industry, continuing to expand its global presence while building the infrastructure for the next generation of financial services. Responsibilities Support clients on all inquiries via live chat or email Ensure efficient and excellent customer service experience provided Be well equipped with the Company's platform/product including keeping abreast of general market conditions Diligently and effectively manage and follow up on inquiries/complaints of current/prospective clients Possess a strong ability to understand what customers truly need and convert it to constructive feedback and suitable solutions for management Ensure frontline operations are smooth, including flagging out any necessary discrepancy or situational risk to management on time. Continuously seek improvement to enhance team’s performance and work efficiency including overall work process Support leaders in supervising and manage manpower to ensure sufficient coverage for live
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