1. Role Overview

An experienced Customer Service Relationship Manager (Senior) with strong expertise in futures trading, VIP client management, and complex problem-solving. This role focuses on leading client-facing strategies, resolving high-impact issues, and collaborating cross-functionally with trading, product, compliance, and risk teams to ensure an exceptional user experience across spot and derivatives products.

2. Key Responsibilities

A. Customer Relationship Management

Act as the primary escalation point for high-value and VIP clients, particularly for futures and derivatives-related inquiries.

Build and maintain strong relationships with institutional and professional traders.

Provide personalized trading support for VIP users, ensuring smooth execution and optimal user experience.

Proactively collect VOC (Voice of Customer) data and work closely with Product & Operations teams to drive feature enhancements.

B. Futures Trading & Product Expertise

Deliver end-to-end support for futures and options trading users, including:

• Margin calculations, leverage management, funding rate impacts

• Liquidation/auto-deleveraging (ADL) scenarios

• Order placement, risk triggers, and PnL dispute resolutions

Provide educational guidance to users on platform tools, risk parameters, and trading strategies.

Collaborate with Trading, Risk, and Product teams to handle escalated cases and ensure resolution accuracy.

C. Operational Problem Solving

Lead the resolution of complex cross-department issues involving KYC, fund security, order mismatches, liquidation disputes, and system incidents.

Analyze incident patterns, identify root causes, and provide structured feedback to Product and Engineering teams to reduce future escalations.

D. Team Leadership & Training

Mentor junior CS agents and provide targeted training, particularly in derivatives support workflows.

Standardize CS playbooks, escalation frameworks, and trading-related FAQ libraries.

Partner with QA to ensure service consistency and compliance.