About Us
We are a leading global cryptocurrency exchange serving tens of millions of users with a full suite of digital asset trading and wealth management services — consistently ranked among the top exchanges worldwide. Our team is globally distributed, fast-moving, and deeply embedded in the Web3 ecosystem.
Why This Role Exists
Our VIP clients are among the most valuable relationships we have — and the bar for how we serve them needs to match that. As trading volumes grow and client expectations become more sophisticated, we need someone fully dedicated to making sure our highest-tier users feel seen, prioritized, and well-served. This role exists to own that experience end to end: not just responding to requests, but building the habits and systems that turn VIP relationships into long-term loyalty.
What You'll Own
- Serve as the dedicated point of contact for high-tier VIP clients — managing daily inquiries, resolving complex issues, and pulling in the right internal resources to ensure fast, quality outcomes.
- Maintain a structured feedback loop: collect client input on products and events, route it to the right teams, and follow through until improvements land.
- Drive client engagement by connecting users to relevant platform features, promotions, and events based on their profile and behavior.
- Own the full relationship lifecycle — proactive outreach, milestone recognition, holiday touchpoints, and exclusive event invitations.
- Track client asset levels and tier changes; spot disengagement early and move on retention before it becomes churn.
Who We're Looking For
- Fluent in Chinese and English — you'll be working across Chinese-speaking and international client bases every day. A strong third language is a meaningful plus.
- 2+ years in client relationship management, private banking, brokerage, or a comparable high-touch service environment.
- Grounded in crypto and Web3 — you know how exchanges work, understand trading products, and can meet high-value clients where they are.
- Comfortable presenting at or supporting offline client events.
- Willing to travel when the role calls for it.
- Organized, proactive, and steady under pressure — you can hold multiple relationships at once without anything slipping.
Nice to Have
- Experience in private banking, wealth management, or VIP services at a financial institution or exchange.
- Familiarity with crypto-native communities; candidates from adjacent industries are welcome with demonstrated crypto exposure.
- Experience with CRM tools or structured client management workflows.
We regret to inform that only shortlisted candidates will be contacted.
