Vacancy details
This is a private vacancy. Company details stay confidential until InVault confirms a serious candidate fit.
- Status
- Active
- Date posted
- 2026-11-15
- Open until
- 2027-02-13
- Employment type
- Full-time
- Source-listed languages
- English; Chinese / Mandarin
- Language requirement
- Required
- Work arrangement
- Remote
- Physical workplaces
- Not specified
- Applicant eligibility
- Malaysia; Philippines; Thailand
Overview
Work fully remotely within one of the eligible Asian markets to respond to customer support requests on social platforms. Provide accurate information, document support matters and coordinate sensitive account escalations with exchange operations.
Requirements
- At least three years of experience in social media management, community management or customer support.
- Deep practical knowledge of cryptocurrency markets and the APAC digital-asset community, including Chinese-language crypto culture.
- Hands-on experience on X, Reddit, Telegram, LinkedIn, Discord, Facebook, Instagram and public review platforms.
- Fluent English and Mandarin Chinese, with confidence writing Simplified Chinese.
- Familiarity with social media management tools such as Sprinklr and support systems including Zendesk, Jira/Confluence or similar.
- Sound judgement about public customer tone, precise documentation and resilience in high-volume public support work.
- Availability for scheduled shifts between 04:00 and 12:00 UTC, including weekend work.
- Ability to manage multiple public channels and escalate sensitive customer questions to appropriate internal teams.
Responsibilities
- Monitor multiple social channels and respond promptly to exchange customer questions.
- Assist crypto and trading customers with real-time account-service enquiries in public and private interactions.
- Moderate communities under relevant published rules and communicate appropriately with users.
- Engage proactively and escalate complex service cases to internal support and product teams.
- Document support cases and identify recurring issues and trends.
- Remain current with crypto products, platforms and social community practices.
- Work scheduled shifts including weekends, with clear customer-facing communications in English and Mandarin.
Conditions
- Full-time, fully remote role for candidates based in Malaysia, the Philippines or Thailand.
- Scheduled hours may fall between 04:00 and 12:00 UTC and include weekends.