Head of Customer Relations



Customer Service
hong kong
Posted on Friday, June 28, 2024


Matrixport is Asia’ fastest growing one-stop digital asset financial services platform with over $10 billion in assets under custody & management. We are over 300 strong and serve both institutional and retail customers across Asia and Europe.

Our mission is to make crypto easy for everyone through our comprehensive suite of innovative and easy-to-use crypto investment products and services. Our offerings include Cactus Custody™, spot OTC, fixed income, structured products, lending as well as asset management. Our team is rapidly growing.

“Get More From Your Crypto”.


At Matrixport, we tackle complex problems as a team. We encourage openness and promote transparency, respect, and inclusivity. Every team member is valued and has a voice that can be heard. We are always in the search for intellectually curious and entrepreneurial individuals who are keen on making an impact in the crypto ecosystem, and in building a better product for the next one billion users.


Key Responsibilities:

  • Enhance customer experiences by comprehending and prioritizing demand management, evaluating team performance, and driving necessary actions for improvement.
  • Take ownership of customer issues and communicate opportunities for product enhancement to Business Units, Product, Operation and R&D teams.
  • Ensure exceptional customer service by surpassing customer expectations.
  • Assist agents in resolving complex escalated customer issues accurately and efficiently.
  • Identify and eliminate obstacles, and escalate unresolved issues to relevant departments as needed.
  • Provide leadership, coaching, and mentoring to inspire, guide, and empower team members in achieving operational goals.
  • Support individuals in achieving their personal goals through goal setting, development planning, performance evaluations, performance improvement, motivation, and recognition.
  • Foster effective communication across departments and cultivate a positive work environment.
  • Foster an effective team by motivating team members, troubleshooting problems, and managing conflicts.
  • Regularly provide transparent feedback and reporting on team performance to Supervisor/Manager/Head of Department.

Skills and Qualifications Required:

  • Minimum of 5 years of Customer Service experience, with at least 2 years in team lead/supervisor/manager experience in a Customer Service environment.
  • Experience or familiar with CRM software such as Zowie or Zendesk to manage customer interactions, track issues, and maintain accurate records.
  • Experience in team management with strong leadership skills driven by achieving/exceeding predetermined company targets and KPIs.
  • Ability to learn and adapt in a fast-moving environment.
  • A hard-working and dedicated approach.

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