About BitMEX

BitMEX stands as a globally leading exchange for crypto derivatives, offering traders a professional-grade trading platform. Since its inception in 2014, BitMEX has maintained an impeccable security record with “no coin lost, ever!”.

Our platform caters to cryptocurrency derivatives traders by providing low latency, deep liquidity, and maximum availability. Currently, BitMEX offers more than 100 derivatives contracts, 16 pairs for spot trading, and an easy covert function between 30+ different cryptocurrencies.

In 2015, BitMEX revolutionised the market by inventing the Perpetual Swap, which has since become the most widely traded crypto product. Demonstrating a commitment to transparency, since 2021, BitMEX has been among the first exchanges to regularly publish its on-chain Proof of Reserves and Proof of Liabilities, ensuring that the funds available exceed the total client balances."

For more information on BitMEX, company initiatives and our products, please visit the BitMEX Blog or www.bitmex.com, and follow LinkedIn, Discord, Telegram and X.

Role Overview

We are a young, passionate and fast growing team with members all over the world delivering a 24/7/365 industry leading support experience. We are proud to work for BitMEX and of the standard we have set and hold ourselves to. We enjoy working together and helping each other to grow. There is a high level of independence involved in the role, but we are interdependent on each other in the sense that many hands make light work and we are all responsible for upholding the high standard that has been set and raising it even higher into the future.

The role of the Customer Support Specialist is to assist our users during the European time zone via a number of channels - including but not limited to our CRM (Zendesk), the BitMEX Trollbox, Discord, Reddit and Telegram. You will be required to continuously identify and evaluate customer needs in order to achieve the highest quality of customer satisfaction. You will be expected to monitor the community for any emerging issues and bring forward any feedback or proposals you come across.

This position is ideal for somebody who would enjoy being the face of the company, helping people and establishing/maintaining strong relationships with our customers.

* This position may require occasional weekend work.

Key Responsibilities

Respond to customer queries in a timely manner with the utmost professionalism and in accordance with company policies/guidelines
Monitor the BitMEX Trollbox, Telegram and other channels as required
Perform document checks as per standard procedures
Escalate enquiries when necessary
Work closely with various internal partners (including Founders, Engineers, Sales, Marketing, Control teams, IT) in different regions (Asia, Europe, America) when necessary
Assist in updating FAQ/Solutions documentation
Constantly look for ways to improve our customer service

Qualifications

Must be proficient in English and Russian
Must have trading experience
Experience resolving customer inquiries and providing a basic level of technical support
Ability to compute simple calculations on financial products
Experience or knowledge of cryptocurrency, blockchain or trading would be a plus
Attention to detail with excellent communication skills and patience
Ability to troubleshoot and discover answers quickly and effectively
Enjoy helping people and being patient with customers
Capable of working under pressure
Cooperative with strong team spirit and a willingness to motivate your other colleagues on the Customer Support Team

Nice to Have

Technical background and/or understanding of the BitMEX API

Customer Support Specialist (Russian Speaker)

About the role