Client Service Analyst - Livechat (Seychelles, French&Creole required)

Role Overview

Client Service Analyst - Livechat at Bybit, based in Seychelles. This role requires fluency in French and Creole.

Company Overview

Established in 2018, Bybit is one of the world's leading cryptocurrency exchanges and digital financial platforms, serving over 80 million users across more than 200 countries and regions. The company delivers a seamless ecosystem across trading, payments, wealth management, custody, institutional services, and Web3. Bybit is recognized as one of the most trusted and transparent platforms in the digital asset industry, supported by 24/7 multilingual customer service and a strong commitment to innovation.

Role Purpose

Support clients through live chat and email while supervising frontline operations, managing team performance, and driving continuous improvement across customer service delivery and internal processes.

Key Responsibilities

Client Support & Service Delivery

• Support clients on all inquiries via live chat or email.
• Ensure efficient and excellent customer service experience is provided.
• Diligently and effectively manage and follow up on inquiries and complaints from current and prospective clients.
• Possess a strong ability to understand what customers truly need and convert it to constructive feedback and suitable solutions for management.
• To be operationally-ready by handling live chat and email personally whenever necessary, including standby for emergency outage.

Operations Management

• Ensure frontline operations are smooth, including flagging any necessary discrepancy or situational risk to management on time.
• Support leaders in supervising and managing manpower to ensure sufficient coverage for live chat operations including email, as per business requirements.
• Act as bridge of communications across departments and internal division to ensure operations and project-collaborations are effective and results-driven.

Team Performance & Development

• Assist in overseeing team performance and ensure all members consistently achieve and maintain high KPIs.
• Provide coaching and training to all members, including case sharing for error and incidents prevention.
• Monitor team-specific challenges and situations, working proactively to meet team and business unit OKRs.
• Develop and execute hands-on continuous improvement for the team in terms of performance, manpower, and process enhancement.

Knowledge & Market Awareness

• Be well equipped with the Company's platform and product, including keeping abreast of general market conditions.

Performance Analysis & Reporting

• Analyze performance data and prepare detailed reports providing analysis and solutions to problems.
• Continuously seek improvement to enhance team's performance and work efficiency, including overall work process.

Qualifications & Experience

• Minimum 5–7 years of customer service experience, with 2–3 years of supervisory or management responsibilities.
• Bachelor's degree in finance, economics, mathematics, or any related field.
• Preferably customer service experience handling external vendors, government agencies, or related regulatory and compliance relations.
• Ideally familiar with frontline operations in fast-paced industries such as financial institutions, fintech, banking, investment, or call-center environments.

Skills & Competencies

• Proficient in English, French, and Creole in communication and writing in order to liaise with dedicated market counterparts.
• Sharp acumen and keen eyes with numbers and statistics.
• Team player, committed and self-driven, with the ability to respond positively to a client's request for assistance.
• Possess great passion to develop knowledge and a long-term career in fintech and crypto trading firms.

Additional Information

• Able to perform 5 days' rotational shift work including weekends and public holidays.
• Study Growth Fund: Support for professional development and continuous learning.
• Internal Events: Participation in regular team-building activities, workshops, and events designed to promote collaboration and innovation.
• Global Collaboration: Be part of a diverse, international team, working alongside colleagues from around the world.
• Career Advancement: Access opportunities for growth and advancement within a rapidly expanding global company.
• Internal Mobility: Access to internal job opportunities to help build your career path and long-term development.