Client Service Analyst – Livechat, Czech

• Support clients with inquiries via live chat or email
• Ensure efficient and excellent customer service
• Maintain knowledge of the company's platform, products, and general market conditions
• Manage and follow up on client inquiries and complaints
• Translate customer needs into constructive feedback and suitable solutions for management
• Ensure smooth frontline operations and promptly flag discrepancies or situational risks
• Improve team performance, work efficiency, and processes
• Support leaders in supervising manpower and ensuring live chat and email coverage
• Oversee team performance and ensure members achieve and maintain high KPIs
• Provide coaching, training, and case sharing to prevent errors and incidents
• Monitor team challenges and proactively support team and business-unit OKRs
• Analyze performance data and prepare detailed reports with problem analyses and solutions
• Execute continuous improvements in team performance, manpower, and processes
• Facilitate communication across departments and internal divisions
• Handle live chat and email personally when necessary, including emergency outage standby

• Preferably customer service experience handling external vendors, government agencies, or related regulatory/compliance relations
• Bachelor's degree in finance, economics, mathematics, or a related field
• Minimum 5–7 years of customer service experience
• 2–3 years of supervisory or management responsibilities
• Ideally familiar with frontline operations, including live chat and email, in fast-paced financial institutions, fintech, banking, investment, or call-center environments
• Strong numerical and statistical acumen
• Proficient in English and Thai for communication and writing
• Passion for developing knowledge and a long-term career in fintech/crypto trading firms
• Team player who is committed and self-driven, with the ability to respond positively to client assistance requests
• Able to perform five days of rotational shift work, including weekends and public holidays

• Study Growth Fund supporting professional development and continuous learning
• Regular internal team-building activities, workshops, and events
• Global collaboration with a diverse, international team
• Career advancement opportunities within a rapidly expanding global company
• Internal mobility opportunities to help build a career path