Job Description and Responsibilities: Troubleshooting and resolving customer issues across multiple channels; Provide technical support to customers regarding software issues; Surface product, process, and training issues by pairing quantitative and qualitative methods; Collaborate with internal teams to create and improve troubleshooting workflows and resolve root cause issues. Qualifications and Skills: 1+ years of experience in a front-line customer support role with a Bachelor's degree; Bilingual in Chinese and English; Excellent problem-solving; Excellent written and verbal communication; Excellent empathy, active listening, and resiliency; Strong attention to detail and time management; Crypto knowledge is a plus.