Customer Service Team Lead

About Gate Founded in 2013, Gate is a leading global cryptocurrency exchange serving 50M+ users with a full suite of digital asset trading and wealth management services — ranked #3 globally among all exchanges. We are a remote-first, globally distributed team building the future of Web3 through innovation, collaboration, and speed. At Gate, we welcome everyone who dares to innovate, actively shares ideas, and grows alongside a fast-scaling global business. Join us to help shape the future of crypto. 🚀 Why This Role Exists Gate's users depend on responsive, high-trust customer service — and that bar only gets higher as we scale. We're hiring a hands-on CS Leader to run day-to-day service operations and complaint management with global coverage, building the frameworks and team that keep response times fast and resolution quality high. What You'll Own Day-to-day operational management of the CS team across chat and email channels, owning SLAs for response time, resolution rate, and customer satisfaction The full complaint lifecycle — intake, categorization, follow-up, and closure — across the markets you cover A tiered complaint-response framework, with standardized processes for high-risk scenarios (fund security, account anomalies, transaction disputes) Personal handling of major and escalated complaints, coordinating with Risk, Legal, and Operations, and turning resolutions into repeatable playbooks Regular reporting on CS and complaint data, surfacing recurring issues and system gaps to the wider business Team performance — setting and cascading targets, coaching, and building out the bench Who We're Looking For 5+ years in customer service operations, including 2+ years managing a CS team at a financial platform, trading platform, or payments institution; exchange background strongly preferred Experience building and running service delivery frameworks, with real crisis-management and complex-complaint chops; familiarity with crypto trading operations and compliance requirements Comfortable leading a team of 10-15 with global coverage English is mandatory; bilingual English/Chinese Strong cross-functional coordination, resilience under pressure, and a data-driven approach to spotting business issues in service data Nice to have: exchange background, compliance background, AI-driven CS efficiency project experience Why This Role Is Worth Your Time This is a leadership seat with real scope — you'll own service quality and complaint resolution for one of the world's top exchanges' global operations, building the team and the playbook rather than inheriting someone else's.