About Bybit: Established in March 2018, Bybit is one of the fastest growing cryptocurrency derivatives exchanges, with more than 60 million registered users. We offer a professional platform where crypto traders can find an ultra-fast matching engine, excellent customer service and multilingual community support. We provide innovative online spot and derivatives trading services, mining and staking products, as well as API support, to retail and institutional clients around the world, and strive to be the most reliable exchange for the emerging digital asset class. Bybit's founder and CEO, Ben Zhou, was formerly from XM, one of the world's largest forex and CFD trading brokerage firms. The company comprises professionals from investment banks, tech firms, the forex industry, and early adopters of blockchain. The development team includes talents from Morgan Stanley, Baidu, Alibaba, Tencent, etc. Our core values define us. We listen, care, and improve to create a faster, fairer, and more humane trading environment for our users. Our innovative, highly advanced, user-friendly platform has been designed from the ground-up using best-in-class infrastructure to provide our users with the industry's safest, fastest, fairest, and most transparent trading experience. Built on customer-centric values, we endeavour to provide a professional, 24/7 multi-language customer support to help in a timely manner. As of today, Bybit is one of the most trusted, reliable, and transparent cryptocurrency derivatives platforms in the space. Responsibilities: Responsible for supporting and professionally mediating / arbitrating customer disputes within the P2P market. Investigate and monitor customer's transactions, take necessary actions to prevent fraudulent activity. Perform cross-checking and analysis to identify product improvements and present these to stakeholders and peers. 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 Requirements: 2-4 years experience in customer service, trained in frontline operations (Livechat and Email) Advantageous for candidates with experience working in financial institutions, fintech handling disputes resolution / conflict mediation Someone with sharp acumen and keen eyes with numbers and statistics is ideal for this position. Good communication (written and spoken) skills to effectively understand customers (buyer/seller)perspective and resolve any disputes and discrepancy. (English & Spanish) Preferably candidates who are capable of multitasking, prioritizing and time-sensitive. Knowledge of blockchain, crypto, and P2P payment will be highly advangeous Able to perform 5 days' shift work including weekends & Public Holidays We can provide: Shift Allowance: We recognize your commitment and flexibility, and offer an allowance for remuneration. Bonus: Our performance-based bonuses keep you continually engaged. Study Growth Fund: We invest in your learning and growth, providing a study fund to advance your skills and career. Internal Mobility: Grow with us — Your long-term development is important to us. We offer internal job opportunities to help build your career path. Live chat experience is important for this role.