Client Service Analyst - P2P
Job description
A customer service and risk role at Bybit focused on mediating P2P market disputes and investigating suspicious transactions to prevent fraud and financial losses. The position works closely with Risk and Compliance teams to enforce risk control policies and ensure a strong customer experience.
At a glance
- Work mode
- Remote
What you'll do
- Support and professionally mediate/arbitrate customer disputes within the P2P market, with a strong focus on risk mitigation
- Investigate, monitor, and analyze customer transactions to identify suspicious behaviors/patterns, and take decisive actions to prevent fraudulent activity and financial losses
- Collaborate closely with the Risk and Compliance teams to review flagged accounts, enforce risk control policies, and handle complex fraud-related appeals
- Ensure an efficient and excellent customer service experience
- Be well equipped with the Company's platform/product including keeping abreast of general market conditions
- Diligently and effectively manage and follow up on inquiries/complaints of current/prospective clients
- Understand what customers truly need and convert it to constructive feedback and suitable solutions for management
- Ensure frontline operations are smooth, including proactively identifying, assessing, and flagging any operational discrepancies, fraud trends, or situational risks to management on time
What we're looking for
- 2-4 years experience in customer service, risk management (风控), fraud investigation, or Trust & Safety, trained in frontline operations
- Proven background in Risk Control / Fraud Prevention is highly preferred
- Experience working in financial institutions or fintech, specifically handling dispute resolution, conflict mediation, or Anti-Money Laundering (AML) is advantageous
- Sharp analytical acumen and keen eyes for numbers, statistics, and risk indicators
- Good communication (written and spoken) skills to effectively understand customers' (buyer/seller) perspectives, resolve disputes, and clearly explain risk-related actions to users
- Capable of multitasking, prioritizing and time-sensitive work
- Knowledge of blockchain, crypto, and P2P payment will be highly advantageous
- Able to perform 5 days' shift work including weekends & Public Holidays (8am-5pm / 4pm-1am / 12am-9am)
Benefits
Internal Events: Participate in regular team-building activities, workshops, and events designed to promote collaboration and innovation
Internal Mobility: Grow with us - Your long-term development is important to us. We offer internal job opportunities to help build your career path
- Study Growth Fund: We support your professional development and continuous learning
- 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
Apply
About Bybit
One of the world's leading cryptocurrency exchanges and digital financial platforms
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. Powered by world-class technology and a user-first mindset, Bybit delivers a seamless ecosystem across trading, payments, wealth management, custody, institutional services, and Web3 — connecting users to the future of digital finance.
Mission
Shaping the future of finance through technology, collaboration, and bold execution
Key facts
- 2018
- Cryptocurrency exchange and digital financial platform
- Serving over 80 million users across more than 200 countries and regions
- Delivers an ecosystem across trading, payments, wealth management, custody, institutional services, and Web3
- Supported by 24/7 multilingual customer service
- Recognized as one of the most trusted and transparent platforms in the digital asset industry
What they value
- We listen, care and improve to create products and experiences that put users first
- High-performance and fast-moving environment where talent is empowered to drive real impact at the global scale
- Commitment to innovation
- Collaboration
- Bold execution