P2P Dispute Resolution Specialist

Job Overview

Job Description

About Bybit
Bybit is one of the world’s leading cryptocurrency exchanges, providing a next-level trading experience with innovative products and services. With a strong focus on security, transparency, and user experience, Bybit serves millions of users globally, offering spot and derivatives trading, yield products, and a robust P2P marketplace.

Job Description

Support and professionally mediate/arbitrate customer disputes within the P2P market.
Investigate and monitor customer transactions, taking necessary actions to prevent fraudulent activity.
Perform cross-checking and analysis to identify product improvements and present findings to stakeholders and peers.
Ensure an efficient and excellent customer service experience.
Stay well-equipped with Bybit’s platform/products, keeping up with general market conditions.
Diligently manage and follow up on inquiries/complaints from current and prospective clients.
Understand customers’ needs and convert feedback into constructive solutions for management.
Ensure smooth frontline operations, flagging discrepancies or situational risks to management in a timely manner.
Continuously seek improvements to enhance team performance and work efficiency.

Requirements

2-3 years of experience in customer service, trained in frontline operations (Live Chat and Email).
Experience in financial institutions, fintech, or handling dispute resolution/conflict mediation is an advantage.
Strong analytical skills and attention to detail, especially with numbers and statistics.
Excellent written and spoken communication skills to understand customer perspectives and resolve disputes effectively.
Ability to multitask, prioritize, and handle time-sensitive issues efficiently.
Knowledge of blockchain, cryptocurrency, and P2P payment systems is highly advantageous.
Proficiency in Chinese (written and spoken) is required.
Ability to work 5-day shift schedules, including weekends and public holidays (8 AM-5 PM / 4 PM-1 AM / 12 AM-9 AM).