Customer Service Manager

Responsibilities

• Manage and oversee customer service operations via live chat and email to ensure an excellent user experience
• Supervise team performance, ensuring all members consistently achieve and maintain high KPIs
• Provide coaching, training, and case sharing to team members to prevent errors and incidents
• Analyze performance data and prepare detailed reports to provide actionable solutions to management
• Monitor frontline operations to identify and flag situational risks or discrepancies in a timely manner
• Support manpower planning to ensure sufficient coverage for live chat and email operations
• Act as a bridge of communication across internal departments to ensure effective project collaboration
• Maintain operational readiness by personally handling inquiries during emergencies or outages

Requirements

• Bachelor's degree in Finance, Economics, Mathematics, or a related field
• 5-7 years of customer service experience, including 2-3 years in a supervisory or management role
• Proficiency in both English and Bahasa Indonesia (written and verbal)
• Ability to work a 5-day rotational shift schedule, including weekends and public holidays
• Experience in fast-paced industries such as Fintech, Banking, or Investment is highly preferred
• Strong analytical skills with a keen eye for numbers and statistics

Preferred Qualifications

• Experience handling external vendors, government agencies, or regulatory/compliance relations
• Familiarity with frontline operations in a high-volume call center or digital financial environment
• A strong passion for developing a long-term career within the fintech and crypto trading industry

Benefits

• Study Growth Fund to support your professional development and continuous learning
• Regular internal events, team-building activities, and workshops
• Opportunity to work within a diverse, global, and international team
• Clear pathways for career advancement and internal mobility within a rapidly expanding company

About the Company

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. We provide a seamless ecosystem across trading, payments, wealth management, and Web3, connecting users to the future of digital finance through world-class technology and a user-first mindset.